Bowbrook House

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 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People were consistently supported by staff who were exceptionally kind, compassionate and caring and who placed their wellbeing at the centre of everything they did. One person told us, “The best thing about living here is the staff. They can't do enough for you.”

People and their relatives spoke highly about the caring approach of staff and told us about the positive relationships they had formed with staff. People and relatives told us staff went above and beyond to support them during difficult times. Feedback was overwhelmingly positive and the interactions we saw were warm, respectful and meaningful. One relative told us, “The staff are amazing. They are lovely, kind, patient, they are wonderful.”

People were supported by staff who respected their privacy and preserved their dignity. Staff told us they ensured they closed doors and knocked prior to entering people’s rooms. One person told us, “The staff respect my privacy. The staff member comes with me to the toilet and will open the door, then said she'd just be outside if I want her which is good really.”

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

There was a strong culture of respect at the home and staff demonstrated a commitment to treating people as individuals and ensuring they felt valued, listened to and cared for. Staff knew people well and understood how their life histories may impact on the way they wanted care delivered.

People were supported to have their needs met at the time that suited them and in line with their individual preferences. The provider encouraged a culture where special occasions were celebrated and where people lived in the way they chose to.

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

People were supported by staff who promoted their independence and encouraged them to do what they could for themselves. People and relatives told us they felt they were given a genuine choice about how they wished for their care to be delivered, and they felt in control of their lives. One relative told us how staff had helped their family member to improve their mobility following a hospital admission. People chose when to get up, when they went to bed and when to have their personal care needs met. People told us if they wanted a shower in the middle of the day, staff would support them with this.

People were supported to access the local community if they wished. They were encouraged to engage and suggest activities they wanted to be involved in, giving them choice over their social lives.

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.

Staff were proactive in responding to people’s needs ensuring their safety and wellbeing was maintained. People did not have to wait for their care. One person told us, “The staff are quick to respond if I need help.”

People and relatives told us staff were attentive and always available when needed. Staff were quick to respond to any changes in people’s needs and were skilled at recognising when people needed support. Staff understood people’s individual needs and how to support them in a personalised way which suited them.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff described an exceptionally positive and supportive culture where their wellbeing was a clear priority. They told us they felt valued, respected and able to approach the provider for both professional and personal support. Staff shared examples of the provider going above and beyond during difficult times, as well as celebrating achievements and milestones. The provider rewarded staff for regular attendance, which staff valued. This compassionate approach helped staff feel appreciated and motivated to deliver high-quality care.

There was a strong commitment to staff development, with opportunities for further training, qualifications and career progression actively encouraged and supported. Staff told us the provider invested in their future and helped them achieve their career goals.

The service promoted an inclusive and supportive workplace where diversity was celebrated. Internationally recruited staff told us they felt welcomed and respected. Staff had access to a wide range of wellbeing resources including menopause, financial problems and self-harm. This gave staff the opportunity to access support if they did not wish to discuss difficult topics face to face.

The support given by the provider created a positive, empowered workforce that was proud to work at Bowbrook House.