Bakers' Villas

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Staff consistently delivered person centred care, adapting support to reflect each person’s preferences, routines and wellbeing. People described how care was shaped around what mattered to them, with one person sharing that they preferred to eat in their room rather than in the communal area, and staff respected this choice completely. Relatives also explained that staff took time to understand peoples’ habits and needs, adjusting daily routines, such as meal times, social activities and personal care, so people could remain comfortable and in control. One family member told us, “[Name of person] can choose whether to stay in their flat or join others downstairs and that staff made sure [person] could live life at their own pace,” demonstrating how support was built around personal wishes rather than fixed schedules.

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 provided care that was joined-up, flexible and consistent, ensuring people experienced continuity in their day-to-day support. Staff communicated effectively through daily handovers, shared records and ongoing discussions about people’s changing needs, which helped maintain a smooth flow of information. They also worked closely with external professionals such as GPs, district nurses, physiotherapists, SALT and palliative care teams, to ensure recommendations were followed and care remained well coordinated. Staff maintained regular, effective communication with people’s next of kin, keeping them informed and involved where appropriate. People told us staff knew them well and supported them in ways that suited their routines, helping to ensure their care was seamless and responsive.

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

The service had provided people with information in ways that met their individual communication needs. Staff explained that they adapted how information was shared, such as speaking louder and more clearly for those with hearing loss or enlarging written notes for people with visual impairments. For those who struggled with both hearing and sight, staff had used touch and clear introductions to help reassure and communicate effectively. One example included preparing talking clocks and large-print materials to support people with memory or sensory difficulties. Staff also took time to explain any care tasks and ensure people understood what was happening, which helped them stay informed and involved in their daily care.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff consistently listened to people and involved them in decisions about their care, ensuring their views were heard and acted upon. People using the service said they felt comfortable raising issues, 1 person told us, “I trust the staff and know they would respond if help was needed.” Relatives also described an open and responsive approach from the team, highlighting that the office door “was always open” and that staff followed up on what they promised to do, which gave families confidence that their concerns were taken seriously. The provider responded well to complaints, dealing with them promptly and keeping people updated. They shared examples such as staff arranging appointments, acting quickly when health needs changed, and keeping families regularly informed. These experiences showed that people felt listened to, involved and reassured that their preferences and feedback shaped the care they received.

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

The service had ensured people could access the care and support they needed in a fair and consistent way. Staff told us they treated everyone equally “whatever their background, ethnic origin or disability,” and people confirmed they had been supported without discrimination. Staff made reasonable adjustments to promote equal access, such as enlarging written information for people with visual impairments, using touch and clear communication for those with dual sensory loss, and supporting people with mobility needs through equipment, hoisting and escorts to activities. People also told us they were able to attend clubs, appointments and social events with staff support, helping ensure no one was excluded from opportunities because of their health or abilities.

Managers and staff 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.

The service supported people to experience equitable care and outcomes by recognising individual needs and making adjustments so everyone could participate fully in daily life. Staff took time to understand what worked best for each person, including those with complex sensory needs, using touch, clear speech and bright lighting to help them feel reassured and included. Activities such as clubs, communal lunches and craft groups had been adapted so people with physical disabilities or cognitive impairments could still take part, and people told us staff were “lovely” and made them feel safe and valued. This approach helped ensure that people, regardless of ability or background, had consistent opportunities to enjoy positive experiences and maintain their wellbeing.

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.

Whilst no one had been receiving end of life care during our inspection, the registered manager described how the service had supported people to plan for important changes in their lives, including decisions about their future care. Staff had worked closely with people, their families and external professionals to understand people’s wishes as needs increased or when approaching end of life. For example, the Registered Manager and Care Manager had liaised with palliative care teams to ensure that people who wished to remain at home could do so comfortably, with appropriate “Justin case” medicines and clinical support in place. Staff also encouraged people to discuss their preferences with family members, helping ensure decisions were made in line with what mattered most to each person.