Ernest Bold Resource Centre

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 changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 had developed good strong relationships with staff.

Without exception all people and relatives spoke positively about all members of the management and staff team. One person told us, “Ernest Bold, I like it there.” Comments about the staff team from relatives included, “Staff are really nice.” “Staff are friendly and service users are a good mix for me.” “They are all caring and welcoming most of the main staff involved have been there since she started” and “I am happy with the service so welcoming to me, staff are excellent.”

All staff spoke about people with respect, compassion and empathy. It was clear how much staff respected the people they supported. One staff member told us, “They worked well as a team and treated people like their family.”

Staff gave us examples of how they consistently treated people in a kind and caring way and helped support their dignity. One younger female who staff described as wanting to ‘take pride in their appearance’ had told staff how they felt conscious due to their appearance. The staff team worked sensitively with the family and the person to identify a salon where the person could visit to have a treatment which helped to resolve this issue. Since the staff facilitated this, the person has routinely attended this salon appointment when they access Ernest Bold Resource Centre. Staff were able to tell us what this meant for the person and the positive impacts it had and how it had helped with their confidence.

In another instance, staff had recognised a person was not themselves and a ‘bit low’ when they attended the service. They spoke with the person, and it was identified they had built up a friendship with another person who previously had a stay at the same time as them. The staff worked with the person and their friend, to facilitate a meeting at a social event and as a result, where possible the service tried to ensure the 2 friends have stays at the unit together. Staff told us, “Something which maybe considered as small has made 2 people really happy.”

Our observations confirmed they were treated in a kind and caring way; they appeared comfortable with staff and interacted positively with them. For example, we saw a person smiling at a staff member who was engaging with them in a positive and caring manner

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

People’s individual needs and preferences were always considered, and this was reflected in how all aspects of their care was delivered. Care was individual, and this was continually reviewed and adapted to ensure it was relevant. A relative told us, “They will take [person] to the Mosque sometimes.” Another relative said, “[Person] needs full assistance, but they do encourage him to get involved as much as he can.”

The care home and environment had been purpose built and fitted with equipment to meet the needs of the individuals who used the service. There was a variety of different equipment available including adapted baths, beds, furniture and moving and handling equipment, so that all people’s individual needs were considered and met. The home was large and open planned, with widened areas so that it was suitable for people who were mobile or wheelchair users.

The home had been personalised throughout and there were canvas photographs of people who used the service displayed in the communal area. People who used the service had been involved with the naming of the bedrooms, which were all named after different flowers. One person enjoyed and was good at art and during their stays at the service had created various pictures and drawings. The staff team had identified the importance of this to the person. With the persons consent they had some of the artwork printed onto canvases and it was displayed decoratively in communal areas throughout the home.

Staff worked closely and sensitively with a person and their family to develop a service for them which was based on their cultural needs. The family members were then able to share information that they had not shared before about a person’s cultural preference, including an evening routine which incorporated prayer and a specific religious reading. The staff team researched the person’s religion and sourced the prayer and verse for the person, involving and working alongside the family to ensure it was correct. This was then incorporated into the person nighttime routine. Staff commented on the immediate positive and engaging effect this had on the person, commenting on how they would ‘smile and rock their head’. The staff noted the calming effect this also had on the person, and at times when they have become distressed, they have utilised this to help relax the person.

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

People were empowered to make their own choices. The service had developed and implemented a ‘My money, my choice tool’ this allowed people to have control of their finances during their stays at the service. Previously all individuals’ monies were booked into the service on arrival and kept in a safe. However, the staff team identified this approach was not always person centred and took control away from people who could manage their own finances. The tool was developed to enable individuals to be responsive and responsible for their finances when accessing the service. The tool supported staff to assess each individual’s abilities and the support they would need to manage their own monies. The service purchased and provided equipment to enable people to be in control of their monies during their stay. Alongside this tool the staff team worked closely with people to educate them on money management and other ways of manging monies and how this could be incorporated into their everyday lives away from the service. The registered manager spoke proudly of the positive outcome this had for people, including that some people now had their own debit cards and others now had control of their own finances away from the service.

Staff encouraged and promoted people to live independent fulfilled lives. They empowered people to be in control of their lives and enabled them to lead on their daily routines. There was emphasis from the provider about developing a good quality of life for people and this was prompted by participation in activities and tasks within the home and the wider community. Through reviews the service had identified that 1 person who was independent often chose not to participate in and perform everyday tasks for themselves. There was a reliance on staff doing this for them in the service and at home which was putting a strain on the family. The service worked with the individual during their short stays over a 2-year period to support the person to become more independent, emphasising the importance of independence and demonstrating the positive outcomes this had for the person. The person now brushes their own teeth and puts their hearing aid in independently. In addition, they attend community activities with other people and with minimal assistance are involved with meal preparation. The feedback from the family was positive and reported that the changes at home were ‘noticeable’ and that this work has had a positive impact on the family dynamic.

People and relatives spoke positively about the activities and opportunities they had whilst they attended the service. One relative told us, “Shops, market, meals, entertainment, they inform us if he is going out.” Another commented, “He has been to the theatre, cinema, concerts, the pub and karaoke, parks and shopping.” The registered manager shared with us how 1 person was an avid supporter of the darts. Staff had supported the person to attend a live tournament which was locally held. The service now worked alongside the family to ensure that each year the person receives a respite stay at Ernest Bold Resource Centre during this period so that staff can annually support the person to do this. The family were thankful for this.

The provider was exceptional in how they 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.

The service was exceptionally responsive at responding to people’s immediate needs. No concerns were raised by people about how their needs were responded to. Relatives confirmed they were kept updated about their relations care and if anything had happened or if any changes needed to be made.

The service was responsive to emergency unplanned requests. They had developed a short-term placement chart which prompted the staff to ensure people had access to a place of safety if needed. The registered manager explained, “We quickly implement the flowchart in a timely manner, welcome the person, begin to build a rapport and ensure the staffing in place is of a safe ratio. The service demonstrates a real commitment to ensuring the person is safe and comfortable and can trust us.”

The registered manager was able to demonstrate when they had gone above and beyond to respond to people’s immediate needs. This included when 1 person had an injury which had immobilised them, they had to spend a significant time in hospital. By maintaining contact with a family member during this time, they recognised the impact the daily visits to the hospital were having on the relation. The staff offered to visit the person in hospital to provide the relative with a break, which they were responsive to and extremely grateful for. Once the person had returned home, the family member had an appointment which they needed to attend and had no network available to support the person at home. The service assessed the needs of the person and arranged transport so they could access the service for a day so the family member could attend the appointment. The family member commented that without the service they felt they wouldn’t have managed.

Another family experienced a sudden bereavement on a weekend. The staff team worked together to support the family so the person could receive an emergency respite admission. They were able to book additional workers at short notice and make changes to facilitate the request. As a result, the family were able to attend the funeral and pay their respects.

People’s needs were responded to promptly. The care they received during their stay was monitored daily by staff who knew them exceptionally well. People had regular reviews of their care which was an ongoing process, that staff, people and professionals were involved with. When changes occurred to how people’s care was being delivered, care plans and risk assessments were updated with the person to ensure staff had the most up to date information to offer support.

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

Staff spoke positively about the management team and the support they received. One staff member said, “They are an absolutely brilliant team manager.” They told us how they would support them in and outside of work.

The registered manager told us how they valued their staff. They told us they operated an open-door policy; made sure they were available for staff and listened to them. There were systems in place to consider staff wellbeing, this included an employee assist programme and champions in various areas including the menopause and where staff may need support with their wellbeing or mental health. Staff had access to relevant policies and procedures which supported their well-being.