Linden Terrace

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated outstanding. This meant services were tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 96 (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 was exceptional at making sure people were at the centre of their care and choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

There was an extremely strong and visible person-centred culture. Every member of staff we spoke with showed a passion for providing outstanding outcomes for the people they supported and were proud of the difference they made to people's lives. A staff member told us, “We all give 100% so they can live their best lives.”

People were supported to take part in a wide range of person-centred activities that reflected their individual interests, preferences and aspirations. These included attending horse riding events, visiting all Metro stations across the Northeast, participating in balloon festivals, and engaging in vocational roles such as working in cafés and contributing to local exhibitions.

Staff demonstrated creativity and flexibility in overcoming barriers to participation, ensuring that people could enjoy meaningful experiences and maintain strong connections with their communities and family connections. A professional told us, “They know the things he likes. They suggest things for him to do, and they are led by him. He’s been to Scotland, goes to the cinema…The family dynamic has been protected despite the circumstances.”

Positive behaviour support (PBS) plans were highly personalised and collaborative. Each plan was bespoke and tailored to the individual with clear evidence of input from the wider care team. There was recognition of the right support, triggers and de-escalation techniques. Staff demonstrated a clear understanding of each person’s triggers and the most effective de-escalation techniques. This ensured that responses to behaviours were respectful, proactive, and focused on promoting wellbeing and autonomy. The strong person-centred culture meant staff were confident in adapting support to meet changing needs and consistently used positive approaches to reduce distress and avoid restrictive practices.

The provider had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider prioritised continuity of care, ensuring people were supported by familiar staff who knew them well. All staff had developed a positive, trusting relationship with each person. The development of these relationships supported staff to deliver highly supportive, person-centred care which promoted people’s wellbeing. A relative told us, “It is outstanding. He feels safe, calmer and has excellent core staff. He really does have a voice.”

Staff were exceptional in developing appropriate, accurate, and up-to-date information in formats tailored to individual needs. During the lockdown period, staff explained that one person had experienced difficulty expressing their needs. In response, staff took a proactive and creative approach by visiting the individual’s favourite places, such as cafés, parks, and community venues and photographed them. They also captured images of the foods, drinks, and snacks the person enjoyed most. These photographs were printed, laminated, and organised into two labelled boxes: one for food and drink, and one for activities. During our visit, we observed the person using these cards to communicate effectively, demonstrating how this innovative resource helped promote autonomy and strengthen personal connection.

A staff member wrote to us stating, “At Linden Terrace, our approach ensures that every person, regardless of ability or method of communication, is listened to, understood, and empowered to make their own choices.”

The provider was exceptional in ensuring that people were meaningfully involved in decisions about their care. Individuals were actively engaged in all aspects of their support, with staff consistently promoting choice, autonomy, and personal growth.

Relatives and professionals consistently spoke positively about this approach. One professional commented, “Yes, he is encouraged to challenge himself. For example, for him to have a haircut and to try different types of food. They are led by him and what he would like to try.” This feedback reflected a culture of person-centred care, where staff listened, responded and adapted to each person’s preferences and aspirations.

People helped shape the team by participating in staff interviews and sharing what qualities mattered most to them. A staff member who had recently started work at the home told us, “My interview for Linden Terrace was great. I was interviewed by my manager and deputy manager who made me feel very comfortable and at ease. Two of the people we support came into the room and asked me if I knew any jokes and if I liked going on the Metro, and the other asked what my name was and if I liked arts and crafts. This was a great experience as the people we support can get a gauge on the staff and what they are like.”

People were actively involved in health and safety processes. The team leader carried out health and safety checks. To make these activities engaging, individuals were invited to participate by wearing high-visibility vests and taking on the role of ‘Safety Officer for the Day.’ Staff used these opportunities to educate people, explaining the importance of keeping walkways clear, testing alarms, and maintaining a safe environment.

Mealtimes were a meaningful part of daily life and people were actively involved in every aspect. From planning menus to preparing ingredients, people were encouraged to take part in ways that reflected their preferences and abilities. A staff member wrote to us and stated, “At Linden Terrace, mealtimes are more than just routine, they’re opportunities for learning, independence, and enjoyment. [Name of person] takes great pride in being part of every stage of the process…Of course, [Name of person’s] favourite part of the process is taste testing - a well-earned perk of the job that never fails to make him smile.”

This inclusive approach not only promoted independence and dignity but also turned each mealtime into an opportunity for connection, enjoyment, and personal expression.

The provider was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

Staff were committed to helping each person live a life filled with purpose, guided by their personal choices and aspirations, regardless of health conditions or limitations. This included adapting activities to suit individual needs, arranging appropriate transport, and facilitating visits to day centres to support access to educational and vocational opportunities. This approach was confirmed by professionals and relatives who highlighted the positive impact this had on people’s independence, wellbeing and community inclusion. A relative told us, “He’s a lot more able. He does his shopping and clothes. They are promoting choice and lots of independence.’’

Such efforts reflected a strong commitment to inclusion and personal development, ensuring that people continued to pursue meaningful goals regardless of their circumstances.

Staff also ensured that people had equitable access to healthcare services in ways that reflected their individual preferences and needs. Some people were supported to attend appointments at GP surgeries and dental practices, while others received care from professionals who visited them at home. This flexible and person-centred approach enabled timely access to treatment and promoted people’s health, wellbeing, and independence.

The provider demonstrated an exceptional commitment to equitable care, ensuring that every person, regardless of their background, needs, or circumstances, received the same high standard of support and opportunity. Staff were proactive in identifying those who may be at risk of exclusion or unfair treatment, and adapted their approach to ensure everyone felt included, respected, and empowered to make their own choices.

Staff worked closely with people to reduce feelings of distress and anxiety, creating a calm, reassuring environment where people feel safe, understood, and valued. As a result, people were happier, more content, and experiencing excellent outcomes in their overall wellbeing.

This success reflected the staff team’s commitment to person-centred care and their ability to adapt support to meet each individual’s unique needs.

One professional described the significant improvement in a person’s health and wellbeing since being at the service. This feedback reflected the positive impact of the staff’s dedication, the nurturing environment, and the tailored support provided at the home.

Another professional shared how staff had been exceptional in maintaining family connections for a person whose relatives had experienced declining health and other challenges. Staff had facilitated regular contact, supported family visits, and worked with external agencies to ensure the person’s relationships remained strong. This commitment to preserving family ties had a positive impact on the person’s emotional wellbeing and sense of stability.

In another case a person was living with very specific support needs, particularly around emotional wellbeing. The impact of COVID-19 and the subsequent lockdowns had made it difficult for them to re-engage with the activities. They began withdrawing from community life, including refusing to use public transport, a change which limited their independence and access to the wider world. Recognising the importance of restoring the person’s confidence, staff identified that access to a car could be a practical solution. It would allow them to reconnect with the community in a safe, familiar, and controlled way. The team pursued this idea with determination and care, advocating for the necessary resources until a car was granted.

This thoughtful intervention not only supported their emotional recovery but also empowered the person to regain a sense of freedom, choice, and connection.

At the time of the assessment, there was no one receiving end of life care. Staff were in the process of reviewing best practice guidance to explore how they could sensitively and appropriately engage with people about their wishes and preferences for care at this important stage of life.