Lincolnshire House Association

The provider had continued to ensure people received care and support that was exceptionally personalised, very well planned and particularly responsive to their needs. People's individual support plans were very person centred and well designed to meet people's needs. Staff sought opportunities for people to have different experiences and to do things in the community. People had their own interests and hobbies and took part in many activities. We saw instances where employment opportunities had given people a sense of self-worth and confidence. People were supported to maintain their family relationships and friendships and make new friends.

People were kept safe from the risks of harm and abuse. Staff knew how to recognise and respond to concerns of abuse and people had risks assessments in place to guide staff to mitigate risk. Robust recruitment processes were in place which enabled the provider to make safe recruitment decisions. Where people required assistance with their medicines, this was well managed. Accidents and incidents were used to reflect on practice and lessons learned were shared with the staff team. Personal evacuation plans were not in place to support people to leave the building safely in case of emergency.

We have made a recommendation about the introduction of personal evacuation plans.

Staff received supervision and training which enabled them to deliver effective care. People's needs were assessed before their care package commenced to identify and agree the care they required. People were supported by staff to eat and drink where required. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. The environment promoted people's wellbeing and maintained their independence.

People and their families spoke positively about the care provided and the friendly nature of the staff team. Staff knew people well, they spent time having meaningful conversations to find out about their past and what was important to them. Staff understood people's communication abilities which enabled them to be involved in decisions about their day to day lives. Staff understood the importance of respecting people, ensuring dignity and finding ways to enable independence. People knew how to make a complaint and felt

assured complaints and issues raised would be responded to accordingly.

People, their families and the staff team spoke positively about the management of the home, describing the management team as visible, supportive and caring. Staff understood their roles and responsibilities, felt involved and able to share ideas. Quality assurance processes were comprehensive and included the voice of people, families and staff and drove continuous improvement.