Lindridge

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.

This is the first assessment for this service. This key question has been rated Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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.

People and their relatives were happy with the care they received. A relative told us, “[My relative] is happy here, so I am very happy and glad to have found it.” Staff enjoyed giving care to people and it was clear from their feedback that providing good care was their aim. A member of staff told us, “We are very social here and there is a great atmosphere. If I could bottle the atmosphere at Lindridge, I’d take it to other homes.”
During the on-site assessment, the atmosphere at the service was friendly and welcoming. Staff interacted with people in a meaningful way and heard lots of laughter from people and staff.

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.

People told us that staff knew them well and treated them as individuals. One person told us, “The staff are familiar with my needs. Most of them are extremely good at what they do.” Staff got to know people well, how they liked their care to be delivered and what they enjoyed doing. One member of staff told us, “We get to know the residents well, we know what they like and how they like things done. I’d definitely have a loved one live at Lindridge.”
People’s care plans contained details of people’s choices and preferences. These were kept under review, and staff were aware of them.

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

People told us staff supported them to lead independent lives, and the support provided helped them to create the lives they wanted. For example, some people lived, with support, in self-contained flats within the service. Others were supported to access the local community independently and do as much for themselves as possible. One person told us, “I make my own decisions. There’s a nice atmosphere here, I don’t have to do as I’m told, I can pick and choose what I do.” Staff gave us examples of how they promoted people’s independence, such as encouraging them to do things for themselves, like dressing, taking part in activities they enjoyed and carrying out chores around the service. We saw activities were planned individually for people. People enjoyed external entertainers, drumming sessions and exercise. Staff also made time to sit with people and talk about their interests.

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.

Staff were on hand to support people when they wanted and needed it. They responded quickly to people’s requests. One person told us, “I’m well taken care of, I don’t want for anything.”
Staff were aware of people’s needs and understood when people needed assistance. A member of staff told us, “We respond quickly, as quick as we can. The bell will ring, but a lot of the time we can see when residents need us.” Feedback from people was monitored to ensure their needs were met and the registered manager regularly observed care and spoke with people to ensure they were happy.

The provider always cared about and promoted the wellbeing of theirstaff, andwas exceptional at supporting and enabling staff to always deliver person-centred care.

Leaders recognised and nurtured talent within the existing workforce. For example, supporting care staff through the Nurse Associate Programme with mentorship, flexibility, clinical learning opportunities and emotional support. Several staff had successfully progressed from care roles into nursing and clinical leadership positions. This had strengthened clinical leadership, improved staff confidence and morale, and promoted continuity of care, as residents and families were supported by familiar staff they already knew. The provider demonstrated a deeply embedded culture of investment in people, professional growth and compassionate leadership.
Staffconsistentlyspokeextremelyhighlyof the provider and told us leaders were always supportive and responsive to their individual wellbeing needs, including adapting roles and working arrangements to support staff with personal circumstances. A member of staff told us, “We’re a very good team, we want to give the best care. All the managers help out when it’s needed and we get a lot of support for both work and personal issues.” Another member of staff said, “The structure is really good here, we know our jobs and we are supported to do them.”

The provider promoted a positive and inclusive culture where staff felt valued, listened to and involved in decision making. Leaders encouraged feedback through suggestion schemes and recognised staff contributions through awards, development opportunities and progression pathways. A member of staff told us, “Everybody just wants to be here, it’s not just like a job, we love working here.”

The provider actively prioritised staff wellbeing and recognition through initiatives, such as appreciation events, employee awards and access to wellbeing support services. Staff were entirely positive about the strong team culture and told us they felt respected, supported and proud to work at the service. Low staff turnover and strong teamwork promoted excellent continuity of care for people, creating a positive,consistentand caringenvironment.