Lincroft Meadow Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care plans were detailed and personalised. They included information about physical and mental health needs, preferences, interests, personality traits, and personal histories. This ensured staff had a comprehensive understanding of each person’s requirements and wishes.

Staff described how they supported people to make everyday choices, such as selecting meals, deciding how to spend their time, and choosing when to receive personal care. People were encouraged to personalise their rooms to reflect their individuality.

Regular residents’ meetings were held to seek people’s views and feedback, promoting involvement in decisions about the service.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff and managers worked proactively to integrate the home within the local community and established effective relationships with health and social care professionals. External professionals provided positive feedback about the collaborative approach taken by the service, which ensured people’s needs were met promptly and appropriately.

The provider had robust systems to monitor and review people’s care needs. Where concerns were identified, these were escalated to external services without delay, supporting safe and coordinated care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication preferences were clearly documented in their care plans, with guidance for staff on how to support effective communication. This helped ensure people were fully informed and involved in decisions about their care.

We did not receive any concerns from people about how information was provided. Staff confirmed they had access to all necessary information to deliver safe and effective care.

Information about individuals was collected and shared in line with data protection legislation, ensuring confidentiality and compliance.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Regular meetings were held with people to discuss issues, suggestions, and feedback. Activities were reviewed, including what people enjoyed or disliked, and upcoming events were shared. People told us they felt listened to and that staff acted on their views. One person said, “They always listen to what you want and act on it, wonderful.” Another commented, “Once a month the residents come together with the managers and we talk about what we would like to see or do. They do listen and follow up on things… No complaints at all”.

Relatives’ meetings were also held regularly to provide updates on future plans and events. Relatives told us they felt able to raise questions and give feedback, one said, “At the relative meetings you can say whatever you want… They are all so approachable I wouldn’t have any qualms about ringing and saying anything”. Most people and relatives described staff as open and approachable. One relative told us, “They are always responsive if I bring anything up”.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider used feedback to seek to improve access for people more likely to experience barriers or delays in accessing their care. People told us staff accompanied them to appointments if needed, helping them to access the treatment they required. The provider worked closely with GPs, the care home support team, the district nurses and other healthcare professionals. This collaborative approach ensured proactive measures were in place to promote people’s health and wellbeing.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Policies were in place to uphold equality and diversity, and staff received training to ensure these principles were embedded in practice. Assessment and care planning processes considered a wide range of needs, including those related to disability, age, gender, religion, and other protected characteristics. This helped ensure people’s rights and preferences were respected and that outcomes were equitable.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People’s care plans included information regarding their end of life care wishes which had been discussed with them, and where appropriate their relatives and professionals. Where people chose to share their preferences, these were clearly documented.

The service supported people receiving palliative care, and staff had received training to ensure they could provide compassionate and appropriate support at the end of life.