Bower Grange Residential Care Home Also known as http://crmlive/epublicsector_oui_enu/start.swe?SWECmd=GotoView&SWEView=HC+Account+Dashboard+View&SWE

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 newly registered 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. Staff treated colleagues from other organisations with kindness and respect.

The interactions we observed between staff and people were supportive and compassionate and people looked relaxed. We observed staff investing time to reassure people and explain things to them.

People and their relatives consistently praised the staff at the home. One person said, “It’s special, everybody is concerned about you, everyone is lovely. In between tasks they pop in to see me, if I need help, I ring the bell and they are there straight away. They look after me so well.” A relative said, “I feel the staff are the biggest asset there, they are always welcoming and friendly and are always the same faces, so [my relative] recognises who is looking after her.”

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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.

Staff worked with people, their representatives and others who mattered to them, to learn more about people’s social and cultural background, what was important to them, their likes and dislikes, including their goals and wishes.

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

We observed equipment was used to maintain people’s independence, for example with walking or at mealtimes.

Staff were employed to support people with social activities and there was a full programme. A health professional told us, “They have a fantastic Activities Co-ordinator and involvement is encouraged for all residents and provided at individual needs/requirements so everyone feels included [including family/visitors].”

People were consulted about the day to day running of the home, for example, people were asked about the activities and food menus on offer. These choices were reflected in what was offered.

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.

We observed staff responding to people’s immediate needs during our visit, such as assisting people to mobilise when they wanted to move or providing reassurance to people when they were anxious or distressed.

When people were in their rooms, call bells were available to them if they required assistance and we observed them being responded to promptly.

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

Staff consistently provided positive feedback about working at the service and the support they received from management. They told us the registered manager was always available if they wished to discuss anything. Staff also told us they were encouraged and supported to develop their professional skills.