APT Care Central Bedfordshire & Bedford

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.

At our last assessment we rated this key question Good. At this assessment the rating 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.

Overall, the provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People’s feedback was mostly positive. One person said, “We have been blessed with the carers we have for my relative. They have been outstanding in every area of care. They are very thorough, very patient and very trustworthy.” Another said, “The carers are very personable and talk to my relative a lot when they carry out the care which is good. I think my relative is respected and treated with dignity.” This showed people experienced kind and respectful care.

People described strong relationships with regular carers, which supported trust and comfort. Some people told us staff were friendly, approachable and took time to engage with them.

Records of compliments and feedback showed increasing satisfaction, with examples of staff going beyond expected duties to support people’s well-being and reduce isolation.

Staff described a caring culture focused on dignity and respect. One staff member said, “I always treat people with dignity and respect by speaking politely, listening to their wishes, and involving them in decisions about their care.” Staff gave examples of protecting privacy during personal care and building relationships through communication and reassurance.

While most feedback was positive, a small number of people reported that time pressures could affect interactions. For example, one person said, “I have one carer that puts me to bed at night, she knows what to do but rushes me too much.” Others noted some variation in empathy and engagement between staff.

The provider treated people as individuals and generally made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s feedback was mostly positive, with examples of staff recognising individual needs and preferences. Some people highlighted the support they received from regular carers who understood them well. One person said, “I feel they are really interested in what I have to say.”

Staff demonstrated a clear understanding of person-centred care. There was an inclusive approach supported by training and care planning. One staff member said, “I respect each person’s beliefs, culture, and lifestyle choices. I ask about their preferences and follow care plans carefully, including dietary requirements, prayer times, language preferences, and personal routines.”

Records showed care plans included information about people’s preferences, routines and cultural needs. Where known, choices such as preferred carers or support approaches were respected.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being.

People spoke positively about how their independence was supported. One person said, “I’m quite happy with the service. They full-fill my wishes to be more independent with them.”

Staff demonstrated a clear understanding of promoting independence, choice and control. One staff member said, “I encourage people to do as much as they can for themselves while offering support when needed. I always offer choices, such as what to wear, eat, or how they would like care delivered.”

Records showed care plans clearly described both the support people needed and the tasks they could carry out independently. Guidance was in place for staff to promote confidence and ensure people were able to make their own decisions wherever possible. There were also examples of people being supported to access the community, maintain hobbies and social connections, which supported well-being and independence.

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.

People and their relatives told us staff responded promptly to changes in need. One person said, “I think the carers are well trained and know what they are doing. They are quick to notice any health defects my relative has and report it.”

Staff demonstrated a good understanding of how to identify and respond to changes in people’s needs. One staff member said, “I observe changes in behaviour, facial expressions, body language, appetite, mood, mobility, and sleep patterns. Signs such as agitation, withdrawal, crying, or refusing care may indicate pain or distress. I report concerns promptly and document any changes so the person can receive appropriate support.”

Staff described how they monitored people during care and reported changes quickly. This included recognising pain or distress in people who could not communicate verbally and acting to ensure appropriate support was provided.

Records showed examples of flexible and responsive care. For example, staff arranged additional support to enable a person to remain at home during a period of increased need, in line with their wishes.

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care.

Staff consistently told us they felt supported, valued and safe in their roles. One staff member said, “I feel genuinely supported, valued, and respected within the workplace.” Another said, “I feel safe at work because there are clear procedures, good communication, and continuous support.”

Staff described a positive and supportive culture. One staff member said, “APT Care feels more like a family than just a workplace.” Staff told us they felt able to raise concerns and were confident these would be acted on. For example, one staff member said, “I raised a concern about low stock of gloves. My manager thanked me and ordered more the same day.”

Staff told us they worked together to manage workloads and support each other. Regular communication, supervision and team meetings helped staff to feel informed and supported.

Records showed newsletters and updates were used to recognise staff contributions, share feedback and reinforce good practice.

There was evidence of a team-based approach, with staff contributing to improvements in care delivery and reporting concerns. This included increased reporting of issues such as falls and changes in people’s needs, enabling timely action and support.