Linden Grange

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last inspection we rated this key question good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We saw caring and meaningful interactions between staff, people and visitors. Staff were seen singing and chatting with people resulting in people responding positively. One staff member spoke with a person about shower gel, the person said the shower gel the staff member gave them was “beautiful.” The staff member said they would find some more for them.

People and relatives described staff as caring. Comments from people included: “Some [staff] are more than caring” and “The staff speak to me and treat me with respect.” One relative said, “This care home is first class, 5 star. I would like to say every care home should have this warmth, sincerity, compassion and care.” Another relative told us, “I don’t know what more they could do to treat people with more compassion or kindness or dignity. Nothing is too much trouble, and not just for [Name].”

Staff demonstrated they checked people's wishes before providing care. Staff treated people with dignity and discreetly offered people personal care. One staff member said, “It’s about what they want, their privacy and for them to be clean and happy.”

External professionals described staff as approachable. Comments included: “All the members of staff have been approachable and caring. They [Staff] are always willing chat to a resident or relative about their needs, they take time to listen”, “I feel the staff here are well informed and do an excellent job” and “Everyone is very approachable and has patient (resident) care as a priority.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff shared mealtimes with people. They ate their meals alongside the people living at the home. The registered manager said, “All my staff get their meals here. It works because people with dementia eat better if you eat with them. My staff will sit and have their breakfast with the resident and have a chat, same with lunch, it helps my residents, and the staff can encourage them to eat and it also looks after my staff. If staff are here on a long day, they will get offered all 3 meals and its good food here.”

Staff appreciated people had different areas of interest and responded to this. One person was supported to attend a dementia choir. Local church groups also visited the home to sing. Staff supported people to celebrate their birthdays and stay connected with their relatives. One relative shared staff had supported their family member to face time them on the relative’s birthday.

People’s cultural needs were listened to and responded to. For example, arrangements had been made for people to be visited by a priest if they wanted to.

Staff supported people to celebrate their birthdays and stay connected with their relatives. One relative shared staff had supported their family member to face time them on the relative’s birthday.

One professional told us people’s preferences were known. The professional said, “During the frailty assessments there was 1 member of staff who shone to our team, who is a credit to the care home. They knew every resident, from their skin to the mattress that was on their bed and the medication they were taking regular, [Staff] was able to answer all the questions we had.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to maintain contact with friends and family. Some people had their own mobile phones. One person used the home’s WIFI connection so they could keep in touch with friends online. People were supported with activities that mattered to them. Comments included: “I love arts and crafts and a few other activities” and “I do my scrabble and I play online with my [family member]. I also do crosswords and I sometimes watch the television.” Relatives were able to visit freely and were notified when people went out on trips. This meant relatives did not turn up when people were not there. Comments included: “They do lots of activities, I’ve seen singers, keep fit sessions, [Name] doesn’t always take part though. But they love it when they take them shopping”, “Christmas here is fabulous” and “I am encouraged to visit any time.”

Staff shared examples of how they supported peoples’ choices and wellbeing when going out. For example, 1 person was supported by staff to go shopping to support their family member. Staff explained this meant they were still able to fulfil their caring responsibility as a parent, which was very important to their own identity. This enriched people lives as their choice and preferences were met.

Staff were seen supporting people to walk with their mobility aids and prompted people to take their time and be independent.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People told us staff support was available when they needed it. Comments included: “If I call for assistance they come quickly” and “I occasionally call them at night, they would come almost straight away, I don’t have to wait long.”

External professionals said concerns were escalated in a timely manner. Comments included: “They know their residents really well, understand their needs and escalate any problems within a timely manner.They also escalate residents to the surgery during the week if they have any concerns which cannot wait for the ward round for example acute infections” and “The staff demonstrate a strong understanding of their residents' needs and respond to them promptly and effectively.”

Some people were not able to verbalise what they wanted. We saw staff promptly responding to people’s needs and reassuring them. For example, one person had become anxious around their watch, staff offered to help them find it which helped lesson the person’s anxiety.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The provider worked with staff to make reasonable adjustments so they could give their best to people when at work. Staff explained they were offered flexible working which took into account caring responsibilities. One staff member commented a risk assessment was put in place for a staff member to support their physical health they said, “You make adjustments. [Staff member’s name] is my responsibility.” Staff confirmed appropriate measures had been put in place to ensure they safety and welfare needs were met to support their needs. Another staff member shared an example how they had been given emotional support by the registered manager during a difficult time.

The registered manager recognised and offered support to promote staff wellbeing. The registered manager shared examples where they had looked at how staff members’ caring roles may impact on them. The registered manager took time to speak with and check in on staff. The registered manager respected their rights to choose to work and offered them additional breaks and other support. The registered manager said, “You have to help your staff for them to support you back. This is what sets us apart, we do this well.”

The provider completed a 6 weekly rota. The registered manager said, “We do this so everyone knows what they are doing and can plan their lives and we offer some flexibility.” Staff were supported to celebrate milestone birthdays as a team. The registered manager shared, “I always say if you need a birthday or special day off let us know and we swap it, we celebrate big birthdays together.”