Bricklehampton Hall

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 inadequate. At this assessment the rating has changed to 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 and their relatives consistently described staff as "kind" and "caring".A person told us, “They are very good these ladies (staff). They do what I ask with no problem.”

During our observations staff were respectful of people. We observed people participating in activities with staff support. People were seen to be engaged and cheerful when talking to staff. Staff listened to the people and took time to help them.

Healthcare professionals provided us with positive feedback on how staff interacted with people. A healthcare professional told us, “I have only ever seen kindness expressed to the residents and their families by the staff, be they in the resident’s rooms, communal rooms undertaking activities or generally interacting with the residents that are mobile and moving around the home.”

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.

Care plans contained detailed information about people’s interests, preferences and backgrounds. This can help staff get to know people as individuals and see beyond their health needs. Staff talked about people’s differences and were aware of people’s hobbies and interests. When asked about one resident’s likes and dislikes staff were able to provide us with a detailed answer. The member of staff told us, “[Person] likes classical music. They like to talk about the world, they mention their holidays, especially those in Canada.”

Peoples’ cultural needs were respected, when people followed a specific religion, arrangements were made to support them to follow their faith. Staff promoted people's independence, respected their choices and supported them to take part in activities and relationships which were important to them.

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

The provider promoted people’s independence and supported them to make choices about their care and daily lives. Care plans identified areas where people could remain independent and where support was required, enabling staff to provide appropriate assistance while maximising autonomy.People and their relative’s confirmed people were encouraged to remain independent. A person’s relative told us, “They do encourage him to stand up and walk.”

People were observed being supported to the dining area and food and drink options were offered. The atmosphere was warm and welcoming with positive social interactions. People could invite friends and family to activities and events at the service.

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 used personalised support strategies and their knowledge of the person's individual needs to provide reassurance and de-escalate situations, preventing the person's anxiety from escalating and helping them remain safe and supported.

People and their relatives told us call bells were answered quickly. A person’s relative told us, “Staffing levels are appropriate, they come quickly and they are so eager to help.” There were enough staff to help ensure people’s needs were met in the moment. Staff were attentive and people were confident when requesting support or assistance. Staff knew people exceptionally well and responded promptly to their requests.

During our inspection we noted people had easy access to drinks which were regularly refreshed.

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

Staff were positive about the support they received.A member of staff told us, “They do support us very well. If I have any concern, I feel free to report it.” There was a positive culture within the service, where staff felt valued, supported, and respected by management of the service. Without exception, staff spoke positively about the service provided to people and about the registered manager. Team meetings and regular supervision provided opportunities for staff to raise concerns.