Lakeland View Care Centre

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 Good. At this assessment 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 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 were supported by kind and caring staff. We observed staff and leaders acting with compassion towards people living in the home. Staff and leaders were also respectful with each other.

Feedback from relatives consistently praised how kind and caring the whole team were. One person said, “The carers are compassionate and are very thoughtful. It is marvellous here.” Another added, “What I have witnessed with the staff and management, they are all caring, courteous and helpful.”

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’s individual life experiences and what was important to their sense of identity had been captured in care records and had included input from their relatives. Staff were knowledgeable about people’s backgrounds and what was important for them.

People’s rooms had been personalised; people had been able to bring their own furniture if they wished. People’s dress and presentation was nice and reflected their individual taste.

[AJ2]Thank you

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

People had been supported to exercise choice and to develop their independence. A variety of activities were available, and these reflected peoples know preferences. Though some opportunities had been affected by the temporary closure of the main lounge area, we saw people engaged in singing, animal therapy, games which included trying to kick the ball projected on the floor. One person had begun to go out of the home to local shops independently.

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 responsive to people’s needs and were skilled at recognising what people’s non-verbal communication meant. We observed staff taking time to understand people. Call bells were available and appeared to be responded to in a timely manner. Staffing levels were maintained in communal areas to ensure people were responded to.

One relative said, “They know [Name] well, they are always clean and seems to have a good routine, they are able to anticipate their needs.”

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.

The provider and leaders ensured staff wellbeing was at the centre of their support strategies. Staff received holistic care and support from leaders who endeavoured to understand what was important for staff and whether there were any obstacles affecting their work. Staff's life choices were understood and respected. Staff spoke highly of leaders and praised their caring and compassionate support.