Lincoln Road

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 changed to requires improvement.

This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 60 (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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives were happy with the care they received. One person smiled and laughed when we spoke with them about the staff. A relative told us, “They're all lovely.” Another relative said, “Staff are all so friendly and when I phone to see how he's doing sometimes I speak to him. They hand the phone over to him.”

We saw staff interact and speak with people in a caring way.

Effective systems were not in place to ensure the provider consistently treated people as individuals, took account of people’s aspirations and ensured care met people’s individual preferences.

There was no evidence to show that all people and those who were important to them were routinely involved in the reviewing of their care needs. Therefore, we could not be assured care met individual preferences or that people were supported to achieve their aspirations.

However, people and relatives felt they were treated as individuals. People had items in their bedroom that they had brought in from home with them. One relative told us, “She has a shower, it's her choice. I've always been adamant it's a female carer”. Staff told us female staff would support female people where possible.

People’s cultural needs were considered. People’s care plans identified their individual cultural needs and what was important to them. Further improvements were needed to ensure all aspects of people’s care was individually delivered as reported upon under person centred care.

The provider did not always ensure that people knew their rights and had choice and control over their own care, treatment and wellbeing

People were not always fully in control of their lives. There was no evidence to show how people led on their care when using this service and how they were involved, with reviews and goal setting. The management team told us that families took the lead on people’s care, and they would do as the family advised. This would not always be in line with ensuring right support, right care, right culture guidance was fully implemented.

However, staff told us they supported people to make individual choices when they were at the home, including choosing what they would like to eat and where they would like to spend their time. Our observations supported this.

The provider did not always listen to and understand people’s needs, views and wishes.

Improvements were needed to ensure people’s immediate and changing needs were consistently responded to. For example, as reported on under ‘Involving people to manage risks’, when a person’s skin changed, we could not be assured this was responded to.

The management team told us they held regular reviews of people’s care to ensure they had the most up to date information about people. Although we saw some reviews had taken place, they did not show how people and those important to them were involved with this process.

However, people and relatives raised no concerns with how their needs were responded to and felt they were involved and kept up to date.

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

The management team told us about their workforce and how they considered their wellbeing. This included having a workforce and enablement officer who could attend the home and speak with staff if needed. Staff we spoke with felt supported by the management team.