Lincroft Meadow Care Home

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 and their relatives told us they felt the staff treated them with dignity and respect. One person told us “The carers are very kind and caring people who respect you and look after you. They are always very considerate”. A relative commented “Staff are blooming amazing, kind, caring and respectful. Everyone is so kind to [person] and I see everyone else being treated the same. I watch out and have never witnessed anyone being treated disrespectfully”. During the inspection, we observed interactions that were consistently conducted with kindness and respect. Staff demonstrated a caring and compassionate approach, and external professionals confirmed they had observed staff being kind towards people.

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.

Care records contained detailed information about what was important to each person, and staff were aware of and responsive to this. They listened to people’s requests and incorporated them into daily care. Staff had taken time to learn about and record personal histories, including family relationships, education, employment, hobbies, and interests. This enabled staff to engage meaningfully with people about their lives. One relative told us, “[Person] is always dressed well, they care for her as a person, treat her as a person. They treat [person] with respect. I notice that they try and get to know who the person was before. I met a new member of staff yesterday who knew [person] was a nurse. I was quite pleased with that. They also move staff around the units, so they all know everybody”. These practices promoted dignity, identity, and a sense of belonging for people living in the service.

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

Staff encouraged people to make decisions about their care and day-to-day lives, supporting independence and personal preferences. People were also supported to maintain relationships that were important to them, including with family and friends. Relatives told us staff were welcoming and made them feel part of the life of the home. One relative said,
“They are not only supportive to [person] but to me and the rest of the family as well. It makes so much difference. They are very caring, and we all think we are very lucky”.

People spoke positively about the full and varied activities schedule, which included exercise sessions, craft activities, baking, live music quizzes, cinema screenings, and links to local organisations. Activities were tailored to individual interests and preferences. Relatives commented, “[Person] has always been a joiner and enjoys lots of the activities, especially the exercise classes. I see lots of pictures of her online doing things”, and “the activities they do are brilliant. [Person] loves having the caring dog, Wellington, in her room”. These practices supported people’s independence, choice, and control, enhancing their wellbeing and quality of life.

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.

People told us staff were quick to respond when they needed something, and we observed this during our visit. Aids and adaptations, such as sensor alarms in rooms, were in place to alert staff and assist with monitoring people’s safety. Staff were also aware of individuals’ preferred routines and adhered to these as much as possible, supporting comfort and dignity.

These practices ensured people received timely, responsive care that promoted safety and wellbeing.

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

Staff told us they felt valued and supported by the management team. One staff member said,
“I feel valued. I am treated well at work, I feel safe. If I need any support, I would go to my line manager. They have supported my request for flexible working”.

The service recognised staff contributions through an employee award scheme, long-service recognition, and an employee of the month award. Staff were supported to continue their professional development and were acknowledged when completing new qualifications, ensuring they maintained up-to-date skills and training.

Mental health first aiders were available to provide additional support, promoting a positive and healthy workplace culture. These practices contributed to staff satisfaction and helped maintain high standards of care.