Louth Manor Care Home

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 provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Most people felt staff treated them with respect. They felt staff upheld their dignity, especially when supporting them with personal care or by making sure their appearance was well maintained. People told us this meant a lot to them. One person told us, “They are very nice. I get on really well with all the staff.” Relatives told us they observed how staff spoke to people as adults and took time to get to know their personal histories and what was important to them. A relative said, “We are constantly impressed at how thoughtful, caring and respectful all the staff are.” Another relative told us, “It’s a happy, positive environment. My [family member] enjoys being there, the social side is very good and the facilities are excellent. From my perspective it gives me peace of mind they are safe.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us they had access to church services in line with their faith and staff encouraged them to do what they were able to and socialise as much or as little as they preferred. A relative told us, “My [family member] is always treated with much patience and good care and wherever possible allowed to do things themselves safely.”

The provider promoted independence, so people had choice and control over their own care. People had opportunities to take part in a variety of events throughout the day. Morning exercise class were popular, 1 person told us, "It helps to wake me up and set my day right." Activities staff spent time with people who chose to stay in their bedrooms or preferred not to engage in groups events. The provider supported a residents committee. Outcomes and suggestions from these meetings were shared with the registered manager who then acted on them.

The provider supported 3 people each month to achieve their biggest wish. This was a meaningful and person-centred way of empowering people to maintain their independence, decrease social isolation and improve emotional well-being. Examples included supporting a person to learn to walk again with the guidance of the physiotherapist, who gave feedback about the compassion of the staff helping to achieve this. Supporting another person to access an aid to enable them independently play pool again after losing the use of 1 arm. Another person was supported to purchase an electric scooter to enable them to maintain their daily routine in the community when their mobility deteriorated, and walking was no longer safe. One person was given assistive technology to enable them to put music on and choose what they wanted to listen to without relying on or waiting for staff.

Other achievements included visiting chosen animal farms and horses, visiting an RAF museum, creating a raised bed to enable a person to grow vegetables, going to afternoon tea with a friend, screening live ballet and taking a trip on a steam train. These wishes were built on past interests, hobbies and professions so were meaningful and resulted in positive impact to people's physical and mental wellbeing. A relative said, “My [family member] does activities, they have been bowling and out for lunch. A little boy comes in and talks to them, it’s really cute.”

The provider 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. For example, staff identified how changes in the environment helped to decrease a person’s anxiety and distress and so encouraged them and their visitors to utilise this.

People gave mixed feedback about the response of staff to attend to their immediate needs when they called for help. Some people told us they had to wait a long time and other people told us staff arrived quickly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff felt leaders were supportive and gave us examples of how leaders had supported people professionally and personally. One staff member told us, “I find management approachable and they have dealt with any problems straight away. I can make suggestions and speak up. We have staff meetings, or they hold a manager’s surgery where anyone who has a problem can go to the registered manager to talk about it.”