The Limes

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

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. Records showed people were supported to understand their health needs and they and or their families were involved in planning for those needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Health care professionals were complimentary of the care they saw people received. There were regular GP visits and if emergency appointments were required, these were facilitated. Some people were encouraged to make their appointments to suit their needs.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff knew if people wore glasses or hearing aids and reminded them if they had not got them with them. Staff were matched with people whose first language was not English. If required, written text could be translated or enlarged if required to help people with communication.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. We saw complaints were managed in line with the practice’s policy. Learning from complaints was taken and staff were able to identify changes made as a result of a persons feedback, including complaints.

The provider made sure that people could access the care, support and treatment they needed when they needed it. One staff member told us how they engaged people in one-to-one activities, group activities and taking people on days out. One staff member said how they encouraged and recognised certain behaviour patterns impacted on people at key times. This staff member said, “Taking people out, making memories, doing exercise, that’s important, we make sure people are living and not existing.” Staff understood it was important to involve people in all aspects of the service.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Feedback provided by people using the service, both to the provider as well as to CQC, was positive. Staff treated people equally and without discrimination. Staff understood the importance of providing an inclusive approach in how they cared for people. One staff member said, “You must recognise different ethnicities and cultures, we have no language barriers now. Some of the staff are the best care staff we have had.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The provider’s records showed people were supported to consider their wishes for their end-of-life care, including cardiopulmonary resuscitation. This information was shared with other services when necessary. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. A health care professional told us regular reviews of anticipatory medicines were completed to make sure people would be supported safely and respectfully at this important time. A compliment from a relative when end of life care was provided said, ‘[Person] final wishes were respected, and I am very grateful for that’.