Lilac Cottage

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 inspection this domain was rated good. At this inspection this 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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives told us they felt the staff were kind and caring. Comments included, “The staff are really kind, they [family member] has come on leaps and bounds.”

The service 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. We observed examples of how staff spoke kindly to people and asked them about their day and what they would like to do for the rest of the day. For example, 1 person said they would like some time to themselves, so staff helped them set up a preferred therapeutic task for their enjoyment.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There were examples of how people were provided with information in ways which were accessible for them, whether it was using Apps and assistive technology, or the use of some visual aids. It meant people were fully involved and in control of their care and support.

The service 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. Staff had undergone vigorous training to enable them to recognise and respond to people’s needs when they were unwell physically or mentally. There were updated and reviewed processes in place which staff could follow which ensured there was a real focus on keeping people safe.

The service 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 well supported and valued. One staff member said, “It’s a pleasure to come to work and be here for people. I really enjoy it.”