Longlast

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 assessment we rated this key question outstanding. At this assessment the rating has remained outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Throughout the assessment, people and relatives consistently described staff as caring, supportive and respectful, and observations showed warm, genuine relationships between people and staff. A person told us, “I've got all my friends here” and confirmed staff were nice and helped them feel safe. A relative commented, “[Person] is very, very happy there. She’s got her friends.”

People and relatives consistently spoke very positively about the compassionate care provided. One relative said, “The staff are kind and caring and give my relative the pampering they like.” Another told us, “They treat all residents with a great deal of love, care and respect.” People spoke about Longlast being their home and several relatives said it felt like a family. A relative told us, “[Person] has made friends there. They are exceptional staff. It’s a nice family atmosphere, it doesn’t feel like a residential home.”Professionals described staff as having excellent relationships with people and protecting their privacy and dignity while encouraging independence. A professional said, “Everyone there appears well supported and cared for and all appear so happy with living there.”

Observations demonstrated staff preserving dignity in day-to-day support. Staff sought consent before providing support, respected people’s privacy, knocked before entering bedrooms and developed individualised easy-read resources to help people maintain their own dignity. Support plans stressed the importance of people’s personal items and individual space. For example, one person asked staff not to enter their room as it was their “sanctuary”. Where it was safe to do so, people were offered keys to their bedrooms and staff respected if they wished to keep their doors closed at night.

We observed that people were fully engaged with staff, with laughter, affection and staff anticipating people's needs. People and staff showed kindness to each other, with staff reinforcing these values and praising people for their kindness to others.The service also demonstrated exceptional compassion during significant life events. Staff received company recognition for supporting a person through hospital admissions and end-of-life care, visiting in their own time and ensuring the person remained comfortable, respected and dignified throughout their final days. A relative of another person in the home commented on this saying, “The love and care they [staff] gave this lady and her family where second to none. The family have been to see staff afterwards. They are part of the little family, we all are.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care plans, assessments and reviews were highly personalised and focused on people’s unique histories, preferences, strengths and aspirations.

Care files contained very detailed guidance on routines, significant relationships, communication preferences, sensory and anxiety triggers, cultural and religious needs, and precise guidance about how staff should approach each person. For one person, this was specific detail about the words staff should use to greet them each morning, to provide continuity and limit any distress. Staff knowledge matched the written records during observations and professional feedback. People's views were sought regularly through keyworker meetings, resident meetings and individual decision-making processes, and outcomes were monitored to ensure goals were achieved.

Staff demonstrated a very detailed knowledge of people’s personalities, interests and communication needs. Professionals told us staff had, “Real knowledge of the people they support” and “Really know the people they support and how best to engage with them to make interactions meaningful.” We observed staff adapting communication styles and personalised approaches to ensure people were understood and included. The service went beyond expected practice in its approach to communication, staff used ‘Singing Signs’ to teach everyone in the home basic sign language, so they could communicate with each other and not only be able to communicate through staff. This meant people could talk together and be included in wider conversations. Staff also used sign language as a matter of course and with most people in the house, as well as communicating verbally. This ensured people who relied on these signs were not excluded, even if they were not the direct focus of conversation. This led to a more inclusive environment that considered everyone’s individual needs.

People were empowered to lead exceptionally rich and meaningful lives, with support tailored around their individual interests, aspirations and goals. Staff were highly skilled at recognising what was important to people and consistently went above and beyond to create opportunities that enhanced their confidence, independence and overall quality of life. Relatives spoke passionately about the transformative impact the service had on people's lives.

Support was creative, highly personalised and driven by people's choices. Staff worked hard to ensure people experienced activities and celebrations that were meaningful to them. For example, people enjoyed themed evenings based on their individual interests, including a 1940s-themed night with music and food chosen by one person. People also enjoyed spending time together, recently choosing to hold a movie night in the garden pod. A relative described the wide range of opportunities available, saying, “She goes horse riding... swimming, disco... they go into the community for activities. Residents' birthdays they have parties, whatever they like to do. They have multiple choices.” Several relatives explained how the individualised support meant they could put their trust in staff and let people live their own lives. A relative told us, “When [person] moved in, they decorated her room completely to her colours and likes…it’s such peace of mind for us, knowing she’s happy.”People enjoyed a wide range of opportunities that reflected their personal preferences, including drama groups, horse riding, swimming, holidays, meals out and community activities. These experiences often led to significant achievements and increased confidence. One person proudly told us how attending a drama group had enabled them to take part in performances and a local parade. They smiled and said, “I loved it, Mum and Dad came to watch.”

The service was committed to celebrating diversity and supported people to express their identities, cultures and beliefs. People were supported to attend religious activities, maintain cultural connections and participate in Pride events and inclusion-focused activities. Where someone had a religious or cultural need everyone in the home was supported to understand and be involved with this. For example, one person regularly attended their place of worship and other people in the home went with them to enjoy a meal, in doing so people and staff had learnt more about the person’s customs and beliefs. A staff member said, “We all go, the food is great. It’s very welcoming” and “It's great for everyone to be involved and to understand more about their culture and religion.” They also celebrated festivals collectively that were significant to a person.

Leaders also challenged inequalities affecting people who used the service and raised concerns through provider forums where access to services was limited.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were at the centre of decision-making about their care, activities, home environment and future aspirations.

Daily conversations, alongside regular recorded meetings, ensured people could influence decisions in ways that worked for them. A strong culture of independence was embedded throughout the service. People were supported to develop and maintain everyday living skills, including preparing drinks, helping with meals, shopping, setting tables, cleaning and laundry. Staff consistently challenged restrictive practices and focused on enabling participation rather than allowing perceived risks to become barriers. For example, staff had reassessing perceived risks in the kitchen to allow people to be more involved in cooking tasks.

The service demonstrated an outstanding commitment to positive risk-taking, supporting people to achieve outcomes that were meaningful to them. This included helping people return to horse riding, build confidence accessing community settings, enjoy holidays following previous difficulties, maintain important relationships and achieve personal goals. One staff member told us, “Anything they ask for we do.” People told us they enjoyed going out for a meal, or out dancing, some people told us they enjoyed an alcoholic drink while out. One person said, “I go swimming, I love it.” Several people told us they were excited about planned holidays.

Feedback from relatives and professionals consistently highlighted the transformational impact of the support provided. One relative said, “[Person] loves her life in there. Living her own independent life as she should be at her age.” Another described their family member as “Totally independent (as much as she can be) since moving there.” A social worker told us staff had “a really good understanding of the person's needs and understands the best way to support them whilst also protecting their privacy and dignity and encouraging them to be as independent as possible.”

Staff went above and beyond to ensure people could pursue their interests and maintain relationships that mattered to them. For example, one person, who was a passionate football supporter, was regularly supported to attend matches at their local stadium. A staff member said, “This is a great example of how the team listens to residents' interests and helps them enjoy meaningful experiences.” In another example, one person expressed a wish to spend time with a loved one, who lives in another care setting. Staff worked collaboratively with the other service to make this happen, enabling the couple to enjoy a train journey together followed by a meal. This demonstrated the provider's proactive and creative approach to helping people maintain valued relationships and live fulfilling lives on their own terms. A professional commented, “The residents all access the community and always appear to enjoy what they do, so it is obviously meaningful to them."

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 knew people well and were attentive to verbal and non-verbal communication. Staff anticipated needs, offered reassurance when people became anxious and adapted support quickly when people changed their minds or required assistance.

Professionals told us staff were caring, responsive and acted promptly when concerns arose. One healthcare professional said, “They [staff] respond to any requests from the GP” and other professionals told us staff were responsive and provided information promptly when required.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care. There was a strong commitment to supporting staff to thrive, with a dedicated wellbeing champion, wellbeing wheel assessments, wellness action plans and regular wellbeing-focused supervision. These tools allowed leaders in the service to identify and act on wellbeing issues proactively. They also enabled senior staff to look at staff strengths and weaknesses and work with them to develop. Before and after people’s planned activities, such as attendance at a local community carnival, staff were asked about their wellbeing to see if the activity had gone well for them and what could have improved their experience.

Staff consistently spoke highly of the support they received and described a culture where they felt valued, respected and listened to. A staff member said, “I feel valued every time I am at work.” Another told us management were, “Extremely understanding and have accommodated my needs very well.” Staff felt empowered to raise concerns, contribute ideas and influence improvements within the service.

The provider's approach to workforce wellbeing went beyond expected practice and demonstrated a genuine commitment to supporting staff as individuals. Investment in wellbeing, training and development resulted in a highly engaged workforce, high morale and a positive culture that enabled staff to provide consistently high-quality care and support to people. People and staff were encouraged to recognise staff achievements big or small and these were posted on a staff wellbeing board alongside information on staff wellbeing resources.

Management and senior staff attended workforce wellbeing training which they told us had improved their approach with staff. Staff wellbeing was considered through staff recognition schemes, award nominations and approaches that focused on individual strengths and personal circumstances.