Lenthall House

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 75 (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 unanimous in saying staff treated them with kindness, compassion and dignity. A person told us, "I think it’s great. I would recommend it to anyone, it’s very nice, everyone is friendly." Another person said, "Staff are fabulous, can't fault them, they do everything to help you." Relatives were equally positively. A relative told us, “Staff are kind, caring, patient and you don’t hear raised voices or see anyone being made to do something they don’t want to do.” Another relative said, “You can see when you visit that every one of those carers treats residents like family.”

Relatives also shared individual acts of kindness. A relative told us, “When it was [person’s] birthday, they did a cake, card and a present for her. I was touched.” A second relative told us, “The carers do seem to understand how particular [person] is about her clothes and how she likes to dress. They maintain her wardrobe well, and always have her outfits co-ordinated and kept clean.”

Staff spoke with kindness, knowledge and compassion about people. Staff spoke about the people they supported and cared for, demonstrating they knew their likes, background and interests.

We observed positive and caring interactions between all staff towards the people in residence, visitors and colleagues. Staff supported people with personal care, responded to requests for assistance and ensured people were comfortable and content.

The manager informed us that kindness and dignity were part of team supervision, with observations focusing on tone of voice, body language, respect for privacy and listening skills. Staff received feedback on positive interactions, along with areas for improvement.

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 we spoke with told us they attended the Church services held at Lenthall House. A person told us, “I like singing hymns and praying when the Church visits.” Relatives also spoke about the Church service. A relative said, “There is now a Church Communion that happens in the home.”

People’s care plans detailed important information about their history, routines and preferences, including about any protected characteristics. This information supported staff to provide individual and personalised care, including people’s dietary preferences based on their beliefs and culture.

People’s cultural, personal, social and religious needs were known to staff. Staff were knowledgeable about people’s needs, which included diets catering for people from Indian and Italian descent.

Staff meetings, including daily handovers and electronic records were used to share important information with staff, including any changes to people’s routines and preferences.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. However, some people wanted greater opportunities to experience activities both within and outside of the service.

People were supported to make daily choices such as what to have to eat, what clothes they would like to wear and what activities they’d like to engage in throughout the day. A person told us, “I get up and go to bed when I please, I choose whether I want to sit in the lounge or stay in my bedroom, I decide, if and what activities I want to join in with.”

Staff were trained in equality, dignity and respect and understood how to ensure people had choice. Staff demonstrated a good understanding of people’s preferences, hobbies and interests. A member of staff told us about a person, they said “[Person] likes to be in their room, she says she doesn’t like to be in noisy places. They will come to the library and choose a book.”

People were aware of the activities provided; people were seen enjoying a game of bingo facilitated by the staff. A person told us, “Occasionally I join in the arts and crafts, making things. We have a laugh; it would be nice to do it more often.” People told us they had the opportunity to go out. However, some said they were like more opportunities to go on day trips and attend events in the community. A person told us, “It would be nice to go out. I have visited the local park.” Another person said, “There aren’t many trips out, although I have gone out locally for coffee and cake.”

Relatives reported on a noticeable increase in activities. A relative told us, “There are more activities now, and they have used the local charities bus to get residents to the market and nearby café.” Whilst another relative said, “The 2 activities ladies have done a really good job with the hours they have been given. They have come up with ideas that have expanded the choices and families have been invited to some singing events.” Whilst another relative commented, “I know he enjoyed the men’s trip out to the pub.”

The manager informed us they had contact and involvement from local groups, including nurseries and schools. The Harborough Community Bus had been secured for several days to support people to attend the local market, farm shop and Christmas events.

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 seen to be attentive and responsive to people’s needs, assisting people with wheelchairs and mobility where required. People sitting in communal areas called out for assistance, whilst call bells were used by people who were in their bedroom. A person told us, "If I need anything, the staff are very kind and helpful.” Relatives told us staff were attentive to the needs of their family members. A relative told us, “A few months ago a person who was distressed and went to hit out, the staff nearby was right there, with diversionary tactics, which diffused the situation.”

Staff responded to people’s requests for support, which included facilitating going outside so a person could smoke, turning on a person’s television or providing reassurance when a person appeared confused and lost.

Audits were undertaken of staff’s response to call bells, enabling the management team to identify any delays and ensure staff responded appropriately. People in some instances were routinely checked at regular intervals based on their individual needs.

The provider and management team cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke of the supportive approach of the manager and management team. A staff member said, “I do feel I am listened to by both the manager and area manager. I had an incident a while ago. It was dealt with professionally and afterwards it was fine, and I felt listened to and valued.” A second staff member said, “When I returned to work, following an event, they asked what would make things easier for me. They adjusted my hours, which has made all the difference.”

The manager told us they and the management team had an open door policy, and encouraged staff to speak freely about any concerns or support they may need. They spoke of a positive workplace culture, which valued teamwork, and recognised the need for mutual support to reduce stress and support wellbeing.

The manager informed us staff working rotas were developed with work life balance in mind, and that risk assessments relating to any health issues or unsociable working hours, such as nights were undertaken.

Staff had access to an Employee Assistance Program, which provides professional support for mental health, financial advice and personal issues.