46 Bath Road

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 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.

People who were able to share their views told us they were happy living at 46 Bath Road and spoke positively about the staff who supported them. People appeared relaxed and comfortable in the presence of staff, demonstrating positive and trusting relationships. Interactions were warm and respectful, with staff spending time talking with people and engaging in activities together.

Relatives told us staff treated people as individuals and understood their needs and preferences well. One relative said, “The staff have got to know (person’s name) really well and encourage them to do the activities they enjoy.” This showed staff were compassionate, kind and respectful.

People were treated as individuals and their privacy and dignity were respected. People moved freely around their home. They could access their bedrooms when they wanted to with no restrictions imposed on them. When people were supported with personal care this was delivered behind a closed door.

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 described how each person was treated as an individual, with care and support tailored to reflect their unique needs, wishes and aspirations. Care plans were personalised and demonstrated a clear person-centred approach, ensuring people’s preferences were respected and promoted. A member of staff told us, “I ensure care is person centred by following support plans and getting the person involved in as much as possible in all aspects of their day-to-day life such as anything from the choosing their outfits to supporting them to decorate their room and choosing different activities”.

We observed people’s bedrooms contained personal belongings, photographs and items of importance to them. Rooms were decorated in line with individuals’ tastes and preferences, reflecting their personalities and helping to create a sense of comfort and familiarity.

A relative praised staff for the support provided to personalise their family member’s bedroom. They explained how staff had helped the person choose items and decorate their room in a way that reflected their love of Elvis Presley. This demonstrated staff’s commitment to understanding what matters to people and supporting them to express their identity.

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 encouraged to have regular opportunities to discuss whether they were happy with their support at the service and make plans for the forthcoming month. Each person had a keyworker, a named member of staff, who spent time with them to discuss any goals, any improvements and if they had any concerns on a monthly basis. Records were maintained of the meetings showing informative discussions were had. This included a follow up of the goals that had been set the previous month.

People were encouraged and supported to make choices about the weekly menu and activities they wanted to do on a daily basis. Picture cards were used to support people with these decisions. One person used objects of reference to help them make choices on how they wanted to spend their time.

One person told us they valued reading a daily newspaper, which was arranged to be delivered to the service. It was evident this was important to them, and staff supported this preference, helping to maintain their daily routine, independence, and sense of wellbeing.

Care plans clearly described what a person could do and where they needed support. Staff encouraged people to be as independent as possible and involved them in their care and support. People were observed taking their plates and cups to the kitchen once they had finished their meal and were supported to make choices on what they wanted to eat. Alternatives to the menu were offered if people had changed their mind from the planned menu.

Individuals were supported to maintain meaningful relationships with family members and friends. There were no restrictions on visitors. They were also encouraged and enabled to access opportunities within their local community, including attendance at social groups.

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 spent meaningful time with individuals, engaging them in conversations and providing support with a range of activities. People were encouraged and supported to take part in activities of their choice, both within the home and in the community. For example, 2 individuals were supported to visit a local helicopter museum, another person went for a walk, and 2 other people were supported with shopping trips. Others chose to remain at home, where they participated in activities such as arts and crafts and completing jigsaws.

There was a positive and inclusive atmosphere within the home. People were observed enjoying music, singing along, and interacting comfortably with staff. Daily records clearly documented the activities individuals took part in and whether they had enjoyed them.

Staff respected people’s preferences and routines. For example, 1 individual preferred to remain in bed during the morning, and this choice was fully respected, as were the preferences of others.

Staff demonstrated a good understanding of the individuals they supported, recognising when people were anxious or showing signs of distress and responding appropriately to meet their needs. A member of staff told us, “I am always creative and seeking out ways to better provide my services to people, making every shift enjoyable with lots of laughter and flexibility while maintaining professionality.”

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

Staff had access to resources that supported their well-being including confidential counselling services if they needed it and regular 1 to 1 supervision with their line manager. This enabled them to discuss their wellbeing and where needed make adjustments to their roles or working environment. In addition, regular team meetings took place to ensure the team were supported and listened to.

All staff felt supported by the management team. A member of staff told us, “The team at 46 Bath Road all work together to support each other, the management are brilliant and support me to feel valued.” People received care from a stable and well‑supported workforce, who felt empowered, motivated to provide care that was compassionate and person‑centred.

The provider had effective systems and processes in place to support staff development. Staff confirmed they received regular training to enable them to carry out their roles effectively.

Staff confirmed there was an on-call system they could contact for support when the registered manager or the service coordinator was not available.