Green Lanes Projects Limited

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 service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered 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 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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 told us staff were kind. Some people who did not use verbal communication as their primary method of communicating gave a ‘thumbs up’ sign or gave a staff member a hug when we asked if staff were kind.

We observed staff talking with people about their known interests and passions to help begin conversations with inspectors about their achievements and successes. Staff lowered themselves to the person’s eye level to ensure people understood and had their attention.
 

Staff treated people as individuals and made sure 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.

Staff interacted with people using their preferred communication method and had the relevant training to support them with this. A staff member told us, “I feel all the individuals we support have a voice about their care and are listened to. We involve people in informing and training staff to understand their communication. One individual we support helped create their own signing book. This is so new staff would know what their signs were and be able to respond and communicate with them. The staff supported the individual to take pictures of them doing the signs.”

The provider put their Equality and Diversity policy into practice. The policy detailed the provider’s commitment to uphold legislation and best practice to ensure people, staff and visitors were treated fairly.

The registered manager informed us signing books are used to support people access healthcare appointments, “Reflecting our deep commitment to advocacy, accessibility, and empowering the people we support to have a voice in their own healthcare experiences.”

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

People were supported to be independent, to make choices and have control over their lives. The staff team understood the importance of this. Staff were able to describe activities they supported people with, and this was reflected in people’s daily records. One staff member told us, “Every person has the right to make decisions about their own body and care. We ensure that we honour their choices.”

People had social stories and visual timetables to plan tasks such as shopping, visits to health professionals and different activities to increase their independence and understanding around the planning of their day.
 

The service 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.

People and their relatives told us there were enough staff to support them with daily care tasks. One person said, “I know the staff are here, this is their bedroom so if I need them in the night I can come here, and they are here to help.” A relative informed us, “The staff rota is steady, our relative always knows who will be there to help. The consistency is really good and there is a good routine for each day of the week. Very rarely do they not know who will be in and on what day and it really helps manage their timetable and their mental wellbeing, that strong routine.”

Staff told us handover meetings took place daily to ensure the staff member in charge each shift, at each property, could monitor and respond to people’s needs appropriately. The registered manager understood their responsibilities in ensuring people’s immediate needs were responded to. They had systems and process in place to support this and had good oversight of people’s needs.

The service was proud of it’s use of technology to help respond and meet people’s needs. The registered manager told us, “We recently provided an iPad to align with a family's existing system, allowing seamless integration with their shared calendar and helping them manage appointments and social events in real time.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

The provider had structures and policies to support workforce well-being and enablement. Posters for access to mental health support and self-guided tools available to staff were displayed on notice boards at the provider’s office, including details of how to contact the appointed mental health first aider.

Staff felt the registered manager and provider supported them to develop their skills and set development goals. Staff spoke of the positive impact this ethos had on the care of people they supported: “The organisation’s focus on treating service users well, with no instances of abuse or neglect, aligns with my values and makes me feel part of a meaningful mission. The organisation recognises and rewards dedication. Being part of a team that prioritises both service users and staff well-being makes every day fulfilling” and “I find my job very rewarding when the people I support achieve their goals which I wouldn't be able to help them do without the support, training, guidance from Green Lanes Projects Limited.”