Z & M Care Limited – 4-10 Lyndhurst Road

“Who the service is for”

“The service supports older people including people living with dementia and people with physical health needs some of whom were living with varying stages of dementia, along with healthcare needs such as diabetes, sensory impairment or a learning disability. There were people with a learning disability or autistic spectrum disorder living at the service, however this was not their primary assessed need. We assessed the service against ‘right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.”

“Our view of the service”

“We carried out this assessment on 24 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.People told us they felt safe living at the service. People spoke positively about the care and support provided. We observed staff speaking with people respectfully, offering reassurance and taking time to support people at their own pace. Staff knew people well and understood their individual risks, including risks associated with mobility, falls, nutrition, choking and medicines. Medicines were managed safely and the environment was clean, well maintained and free from hazards.People were supported by staff who had the skills and knowledge to meet their needs. Staff told us they received training, supervision and support. Staffing levels were sufficient to meet people’s needs and staff were visible and responsive during the assessment.People’s needs were assessed and reviewed. Staff worked with healthcare professionals when people’s needs changed and followed advice where required. Healthcare professionals spoke positively about the communication and responsiveness of staff when health concerns were identified.People received care that was personalised to their needs, routines and preferences. People and relatives were involved in reviews, and staff gave examples of changes made following feedback. People were supported to maintain their independence, spend time with friends and relatives, and take part in activities that were meaningful to them.Staff described a positive culture at the service and told us managers were approachable and supportive. One member of staff told us, “I like working here, [registered manager] always listens to us. He cares about us and the residents. We give good care, I definitely think the residents are happy.” There were systems in place to monitor the quality and safety of the service, including oversight of care plans, accidents and incidents, medicines, staff training, recruitment and environmental checks.People can only be deprived of their liberty to receive care and treatment with appropriate legal authority. In care homes, this can be done through a procedure called the Deprivation of Liberty Safeguards (DoLS), which is part of the Mental Capacity Act 2005 (MCA). We checked whether the service was working within the principles of the MCA and how they managed DoLS within the service. Staff and management worked within the principles of the MCA. DoLS authorisations were appropriately applied for and overseen. People were not subject to unlawful or excessive restrictions and had choice, control and freedom over…”