All Care (GB) Limited - Lion Oak Court

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. This is the first assessment for this 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.

The provider always treated people with kindness, empathy and respected their privacy and dignity. People told us staff were compassionate and caring. They said they were treated with dignity and staff were respectful of their homes. Staff had a good understanding of people’s needs and spoke about them with warmth and familiarity. Senior staff had carried out pro-active work in promoting a positive atmosphere and sense of community at the service. This included work to combat loneliness and promote companionship. For example, the provider had organised social events and activities at the service which they encouraged people to participate in. This involved staff volunteering their time and efforts into staging these events.

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 told us that staff understood their individual needs, preferences and preferred routines around their personal care. They told us that staff were friendly, reliable and patient in their approach. Staff had a good understanding of people’s needs and told us about how they had formed good working relationships, based on mutual respect. The provider was flexible in how care was organised and delivered. This included making changes to when and how care took place. For example, care visits being flexible around people’s appointments or family commitments. People’s care plans detailed their life histories, preferences and personal care routines. People’s religious and cultural needs were assessed and met. For example, the registered manager had made a link to a local church, who provided spiritual support to people at 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. The provider worked with people to identify areas where they wished to remain independent from care. People told us they were involved in planning and reviewing their care. This helped ensure care reflected their preferences as their needs changed. Staff had a good knowledge of people’s care needs and the importance of respecting their choices and wishes.

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. There was a 24-hour staff presence at the service. People told us call bell requests were answered promptly, and they did not experience delays in receiving care. There were systems in place to make immediate changes to people’s care where required. The registered manager had agreements in place with commissioners to provide flexible levels of care in response to people’s changing needs. This included providing additional care visits if people were unwell or had recently been discharged from hospital and they required additional support. This meant people received the care they needed when they needed it.

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 supported and listened to by senior staff. The registered manager was pro-active in developing a positive culture within the staff team. They had been supportive to staff around any personal circumstances and work-related issues. This helped to promote their wellbeing at work.