Bristol BBA Care Limited

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

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this service. This key question has been rated good. 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.

Where people had specific wishes the provider ensured they were following these, for example people were supported to undertake activities which were important to them such as visiting places of worship or getting out for regular walks. Care plans contained information about people’s needs and preferences, and staff used these to ensure they delivered tailored support.

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.

The service supported people to remain in their own homes in line with their wishes. Where people had specific health needs or monitoring requirements staff and leaders kept accurate records of these.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider was aware of the Accessible Information Standard. They told us information could be made available in different formats. People were supported to express their views so that staff understood their preferences, wishes and choices, including where people may not communicate well verbally.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. The service had a system in place to seek feedback from people and their loved ones.

The service had policies and processes to manage concerns or complaints should these arise. Relatives were complimentary about the service and had not raised complaints about the service. Where changes were required, relatives told us this information was utilised by the service. A relative told us, “I feel my relative is listened to, we have never made a complaint because we have not needed to.”

The provider made sure that people could access the care, support, and treatment they needed when they needed it.

The service was available to support people to access services in the community when required. Where health and social care professionals had plans in place for people’s care and support, this information was included in people’s care plans and followed by staff.

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.

People received equitable care that was inclusive, fair, and respectful. Staff training had included equality, diversity, and human rights, and staff practice was checked through regular spot checks, supervisions, and ongoing support.

Staff told us they felt confident delivering care that was inclusive, respectful, and person-centred. One staff member commented, “I ask them questions to get to know them further, so the care is tailored to their needs.”

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. Care records documented people’s plans for future care.