Lincolnshire Partnership NHS Foundation Trust

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. 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.

Description: We always treat people with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect.

Staff demonstrated a good understanding of each individual patient, including their preferences, personal histories, and specific needs. Staff engaged with patients in a respectful and meaningful way, actively listening and adapting their communication styles to ensure information was accessible and understood. Patients were consistently offered emotional support, reassurance, and encouragement by staff, particularly during key aspects of daily living such as mealtimes, where staff promoted comfort and a positive experience.

We observed that staff generally maintained patients’ privacy and dignity in day-to-day interactions. Care was delivered in a way that respected personal boundaries, and gender-specific support was provided where required, reflecting individual preferences and needs.

The service promoted a culture of kindness, compassion, and respect. Staff consistently demonstrated a caring and empathetic approach, supporting patients in a way that upheld their dignity and fostered a positive and supportive care environment. One patient told us, “All the staff really are lovely. They’re all very kind, and you can tell they genuinely do care.”

Description: We treat people as individuals and make sure their care, support and treatment meets their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated patients as individuals, tailoring care, support, and treatment to meet their unique needs and preferences. Patients felt understood and listened to. One patient said, “The staff know me well — and what activities I like to do and what I don’t like to do. They always ask if what I want to take part.”

Care plans clearly reflected patients’ personal, cultural, and religious needs, demonstrating a person-centred approach to care. Staff showed awareness of each individual’s background, beliefs, and protected characteristics, and took these into account when planning and delivering care. This ensured that care was respectful, inclusive, and tailored to the individual.

The service effectively met patients’ communication needs. Information was made available in a variety of formats to support understanding, and staff adapted their communication styles to suit individual preferences and abilities. This enabled patients to engage meaningfully in discussions about their care and treatment, promoting involvement and informed decision-making wherever possible.

Patients’ dietary requirements were also well supported. The service catered for a wide range of needs, including gluten-free, vegetarian, and those linked to religious or cultural practices. Staff demonstrated a clear understanding of these requirements and ensured they were consistently met, contributing to patients’ overall wellbeing and comfort.

Description: We promote people’s independence, so they know their rights and have choice and control over their own care, treatment. and wellbeing.

Staff supported patients to exercise choice and control over their care and treatment wherever possible, promoting independence and respecting individual autonomy. They involved patients in decision-making in a way that reflected their level of capacity and legal status, ensuring that individuals were given appropriate information and supported to understand their rights. Staff demonstrated a good understanding of relevant legal frameworks and ensured patients were aware of their rights, including access to advocacy services where appropriate.

Staff actively supported patients to maintain important relationships and remain connected with their families and communities. Weekly family and carer forums were held on the wards, providing opportunities for relatives to visit, engage with nursing staff, access information, and meet with medical professionals. These forums promoted open communication and collaboration between staff, patients, and their support networks. Staff encouraged and facilitated visits, and where clinically appropriate, supported patients to take leave with family or friends, helping to maintain social connections which supported recovery. One patient told us, “My family come to see me, it’s lovely to see them, and staff help to sort it all out.”

Patients were offered a wide range of meaningful activities that reflected their individual preferences, interests, and abilities. These included baking groups, meditation groups, wellbeing groups, movie club and writing groups. Staff demonstrated flexibility in adapting activities to meet the diverse needs of patients, ensuring inclusivity and engagement.

To promote independence and life skills, staff encouraged patients to participate in activities of daily living, such as cooking and laundry. Staff assessed patients’ abilities, and appropriate support was provided to enable safe participation. Where required, specialist or adaptive equipment—such as mobility aids, handrails, and accessible bathroom facilities—were provided promptly following assessment. This approach supported patients to build confidence, maintain independence, and develop skills that would assist them in their recovery and transition back to their communities.

Description: We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

Staff consistently prioritised patients’ comfort, safety, and wellbeing, responding promptly to any immediate needs, concerns, or signs of distress. They remained attentive and observant, demonstrating an ability to recognise changes in patients’ presentation and respond in a timely and appropriate manner. Patients told us felt confident in approaching staff with concerns and were assured that their views would be taken seriously and acted upon without delay.

During our assessment, we observed staff responding quickly and effectively to emerging situations. For example, when ward alarms were activated, staff responded quickly to assess and address patients’ needs. Staff demonstrated the use of appropriate de-escalation techniques when patients became distressed or agitated, aiming to reduce the need for restrictive or physical interventions which promoted a calm and supportive environment.

Staff completed comprehensive needs assessments upon admission, enabling them to identify and manage individual risks such as falls, pressure ulcers, or other physical health concerns. Assessments informed the development of personalised care plans, which outlined appropriate interventions and support measures. This proactive approach ensured that risks were managed effectively and that care was tailored to meet each patient’s specific needs.

Description: We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

Leaders promoted staff wellbeing to enable the delivery of safe, person-centred care. They encouraged regular breaks and created a culture where staff felt supported, valued, and able to speak openly. Staff consistently described management as approachable and responsive. One team member toldus, “We feel really supported. The managers are very approachable and have an open-door policy to discuss anything.”

Leaders demonstrated a supportive and flexible approach to staff wellbeing by making reasonable adjustments for those with family or social commitments. This helped staff maintain a healthy work-life balance and contributed to staff satisfaction and retention. Staff felt proud to work for the organisation and valued the understanding, flexibility, and consideration shown by their managers in accommodating their individual circumstances.

Staff reported that they were able to raise concerns, share feedback, and contribute ideas openly. There were clear and accessible channels for communication, and leaders responded promptly and constructively to staff input. This promoted a culture of openness, inclusivity, and shared responsibility, where staff felt respected and valued.

Regular supervision and appraisals were in place and included meaningful discussions around performance, professional development, and career progression. Staff had access to relevant training opportunities and tailored support to help them develop within their roles. Staff felt listened to and involved in decision-making processes that affected both their work and the wider service.