Lindridge

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 Good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 81 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans contained person centred information that enabled staff to know what care and support people needed. Care plans contained people’s personal information, which was used to guide staff on delivering person centred care.
People told us that staff knew them well and they had been involved in developing their care plans in line with their needs and preferences. A member of staff said, “I’m learning all about the residents through the care plans and sitting down and chatting with them.”
 

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

We did not receive direct feedback from people about their experiences of care provision, integration and continuity. However, staff understood people’s needs, for health, wellbeing and their cultural needs, for example around their food, faith and choice of relationships. People were also supported to take part in activities outside of the service, including attending local events and socialising with friends and family.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People told us they were provided with the information they needed about their care and support and had access to systems that allowed them to communicate more effectively. For example, staff could support people to make choices using pictures and other visual aids.

Staff and leaders confirmed people’s needs to have information in an accessible format was assessed and recorded. These needs were met and reviewed to support people’s care and treatment in line with the Accessible Information Standard. Staff confirmed they supported people to access and understand information relevant to them.
Policies, such as safeguarding and complaints, could be provided to people in formats which were accessible for them. If required, people were able to use alternative forms of communication in their care plans and risk assessments to ensure their understanding, for example, using pictorial information or large print.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People said they would speak up if they had any concerns and were confident, they would be listened to. A relative told us, “I would happily raise any concerns. I get on well with the managers and speak with them often.”

Feedback from staff and leaders confirmed they actively listened and involved people. They described how they communicated with people in a way they understood, and which was meaningful to them. The provider explained the formal complaints procedure to obtain people’s feedback. Staff knew about the complaint's procedure. Staff told us they would take complaints seriously and follow the provider’s complaints procedure.

Processes were in place to ensure people’s voices were heard. There were opportunities for people to make a complaint or feedback to staff at any time. Any concerns raised were treated professionally and as an opportunity to learn.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Feedback from staff and partners confirmed people had free choice and access to any external service provisions they required. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We could not get direct feedback from people in relation to equity in experiences and outcomes. However, feedback we received from staff and documentation we saw showed that people were in control of their care and had their relationships and personal choices supported.

Staff had completed training around Equality, Diversity and Human Rights (EDHR), which helped to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The provider demonstrated an exceptional commitment to ensuring people remained involved in important life events, even when complex needs may otherwise have created barriers. For example, following the death of a person’s loved one, staff developed a highly individualised and dementia-friendly approach to enable this person, who was living with dementia, to understand and participate in saying goodbye. Drawing on specialist expertise within the staff team, staff worked closely with the family and funeral professionals to create a bespoke funeral experience tailored to the person's needs, communication style and level of understanding, which ensured they could participate in a way that felt safe, comfortable and meaningful.

This compassionate approach enabled the person to remain connected to a significant life event and honour a lifelong relationship with dignity and respect. It also provided considerable comfort and reassurance to their family, who wanted to ensure their loved one was not excluded because of their dementia. The provider adapted the environment and arrangements around the person, rather than expecting the person to adapt to them, demonstrating truly person-centred care during a profoundly emotional and important time.

Staff always took time to understand what mattered most to people and their families, including their preferences for future care, end-of-life wishes, bereavement and remembrance. Detailed information about people’s choices and personal priorities was recorded within care plans and consistently used to guide compassionate, person-centred support. Staff learned from and shared knowledge with relevant stakeholders, such as the local hospice and care home in-reach teams.