Lyndhurst House

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

People were able to access care in ways that met their individual circumstances and protected equality characteristics when they needed it. People’s preferences and choices were respected. People’s communication needs were known and understood by staff. People were able to access the community for leisure, and access resources available to support a healthy and fulfilling life.

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.

People communicated that they were happy and well looked after and had the freedom to participate in wide ranging activities. One person communicated, “Staff will ask want I want to do.” Relatives told us, “We have a closed social media group, and this is how the relatives keep in touch with each other and with the home. We have constant updates on our family. It’s also an opportunity for us to make comments or suggestions. I have never done this as I can’t think of anything that needs improving,”

The management and staff told us that families were very involved in supporting the service in the care of the people living there. One staff member told us, “We spend all our time with people and work closely with them, building their confidence and trust. We give people the choices we would want to have, because it’s respectful and life is all about making choices. For example, choosing their clothing, meals, activities, and when they want to see family and friends. We do this in collaboration with their families and friends. Anything they ask for we aim to make it happen. Obviously, we may need to remind them about choosing weather specific clothing like today because it’s pouring with rain.” Another staff member told us, “The home has an open-door policy and families and friends are always welcome. We are lucky because everyone’s family is involved. We speak to them weekly, by phone, email or text message, to plan visits and holidays. There is also a closed social media page where we post pictures and give family updates daily. Everyone able to communicate with us exactly what they like and don’t like, and we make sure this is in their care plan.” The management told us, “The staff are very caring and very proactive. We are a strong staff team and staff understand and respond to people’s needs quickly.”

We observed staff working in a person-centred way, offering them options about what they wanted to do and when, what they wanted to eat or drink, and who they wanted to be with. We observed that people had activity schedules and their own personalised activity boards, and there was consistent flexibility from staff on any decision a person made. We were shown the closed social media page and the photos and comments from staff and relatives of activities within and outside of the service.

We observed some good practice of staff responding to people with kindness and dignity, tailoring their responses to people’s different needs. Staff were gentle and courteous with people, listening and respecting their personal choices, communicating face to face at eye level. For example, asking questions like, “How did you sleep?” And “How are you feeling today?” And “How would you like to spend your time today?” A relative told us, “The staff are consistent in the care they give, even new or agency staff.”

Staff told us there was continuity of support for people living at the service. Most staff had worked at the service for a long period of time. The management team told us that agency staff were only used very occasionally, when there had been absences. Agency workers were staff that had worked at the service many times, so they knew the people and staff well. The management told us they only used agency staff who have worked at the service before, and before they became part of the team, the management was sent a comprehensive profile of that agency worker with their completed training record, they then shadowed experienced staff before working alone.

One health care professional told us, “The effectiveness of the care I do relies heavily on the availability of at least 1 or 2 staff members who can function as a Practice Leader. A Practice Leader is someone who has practice skills to disseminate the positive behavioural strategies learnt from me during my consultations at the service. At Lyndhurst house I have found staff carrying out this role effectively.”

The provider ensured that care was joined up, flexible and supported continuity. For example, when agency staff were used it was staff that had worked for the service before.

Doors to people’s rooms were personalised with pictures and colours of their choosing. Communal areas such as toilets, bathrooms, the lounge and kitchen were signposted with pictures as well as words while still feeling homely.

The staff and management told us about the different communication needs of the people living at the service. They gave us examples of people using their picture cards and others preferring to sign in their own unique way. The management team told us, “When we assess individuals for placements, we look at their methods of communication, and how we communicate with them, and if necessary, we will source appropriate training. We also have a large library of easy-read documents and a welcome handbook which can be transcribed into any format such as braille and pictures.”

The service had an Accessible Information policy. They also have a widget in print to enable the development of social stories and documents. Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help people with a disability or sensory loss, get information in a way they understand. It also says that people should get the support they need in relation to communication. The accessible information standards were followed. Care plans were detailed with people’s communication needs, and the complaints process was on display.

People were unanimous in telling us they felt listened to and involved. Relative’s feedback was similarly positive. Relatives told us they had never had any cause to complain and felt confident that anything they may raise would be acted on promptly. One relative told us, “Staff listen to anything I have to say, I am in touch with the manager via a messaging service and I also have a very good relationship with operational staff, and I know what’s going on across the wider provider.”

We observed good practice in relation to listening and involving people with their care and making decisions. The staff told us, “We are constantly in touch with people’s families via email, messaging service by phone. We take residents to see their families, take them to the café to meet friends, go bowling, attend trips out, for example Lego Land, and facilitate overnight stays with families.” Another staff member told us, “We are a very small team and most of the time we are all together. When we have a quarterly team meeting, we read the minutes of the previous meeting. The senior will go through the minutes with staff who have been unable to attend.” The management told us, “We send relatives Quality Assurance surveys annually, which is becoming 6 monthly. We have a suggestion box in reception and families come to review meetings face to face or virtually.”

The provider shared with us meeting records to show they had met with people living at the service. Meeting records showed they had discussed the environment of the home, activities and outings. A relative told us, “We keep in touch with each other and with the home and are always updated by staff. Any suggestions or comments appear to be very welcome.”

People were supported with medical appointments and follow up appointments. People communicated that they had access to visiting health professionals, for example, the chiropodist and the learning disability team.

Staff gave us examples of when they had recognised that people were not acting in their usual manner and the actions they took. For example, if a person was experiencing a urinary tract infection. Staff were knowledgeable about how to recognise the signs of any deterioration and how to report and escalate any concerns to the senior staff and GP as necessary.

A health care professional told us, “The home visits I have carried out are well staffed with people who know my client well and who are able to provide me with accurate and relevant information to help me with my assessment.”

There were processes in place to ensure that people could receive care, support and treatment when they needed it. People were supported to attend healthcare appointments and visit the hospital when required. Records showed that the learning disability nurse and behavioural specialist had provided recent input to support a person whose agitation had temporarily increased after being withdrawn from a medication.

People communicated that they received care and support in the way they wanted and were happy and involved in activities that were meaningful to them. People went bowling, met friends in cafes and enjoyed outings. People were encouraged to try new experiences. A relative told us, “The staff know how to support my son well; they know what makes him happy and his likes and dislikes.” Another relative told us how supportive the home had been in facilitating a holiday for their son later this month, and in releasing 2 carers to support him during that holiday period.

Staff knew people’s care routines and risks well and understood the importance of people not being restricted due to their health or disability. We observed that staff used effective communication when supporting people. Staff told us they have weekly house meetings with people to evaluate what had gone well and not so well. These meetings also reviewed any health concerns and pending health appointments as well as any group outings, environmental changes or complaints/issues.

The processes to gain people’s views and experiences were in place. The service was committed to supporting people’s individual well-being and staff encouraged small daily goal setting for people about things that were important to them, such as maintaining good oral hygiene, through daily skill development and encouragement. Staff and relatives were sent annual surveys to provide further opportunities to give feedback. Staff had quarterly team meetings and supervision sessions with their line managers.

Records showed that people were supported to plan for important life changes. Conversations with people had taken place about advanced care wishes, and people’s wishes had been recorded.

Information for staff about people’s wishes were recorded in care plans with details of who to contact regarding funeral arrangements. The service currently supports 4 young adults and staff have not been required to support someone at the end of their life. However, conversations with those who wanted it had been held with people and their families, and their wishes made known to the manager and recorded.

The provider had systems and processes in place to understand the health and care needs of the people living at the service. Some people had funeral plans in place and their families had been involved in the process.