The Bungalow

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 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.
People’s care plans were detailed and included information about their likes and dislikes. Staff knew people well and could advocate for them if they were unable to communicate verbally regarding pain management and activity preferences. Although some bedrooms were minimally decorated, this reflected what people wanted.
 

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 registered manager and staff worked with healthcare professionals to ensure people received the care required to manage long term health conditions. For example, one person who required weekly visits from district nurses was being supported by staff to manage anticipatory anxiety prior to the appointment. Referrals for any healthcare treatment were made where appropriate.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Accessible information was provided for people, so they understood a range of information, whether it was about their daily schedule, updates from the provider or information about their upcoming health appointments. The registered manager ensured social stories were produced when they were appropriate and beneficial for the person.
 

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.
The registered manager arranged regular meetings with people to discuss concerns or to pass on information. People’s views were documented within meeting minutes. Family members said they knew how to raise concerns if they had a problem and if they didn’t get a satisfactory response, they knew the escalation process. A family feedback survey completed in December 2025 contained some suggestions and we saw evidence the provider had followed up on these.
 

The provider made sure people could access the care, support and treatment they needed when they needed it.
Staff supported people to manage ongoing health conditions by supporting them to attend appointments and general check-ups. People had recently been supported to obtain their own vehicle, driven by staff, enabling them to visit a wider variety of places. The provider facilitated access for people to communal spaces, shared gardens and a farm all within the grounds of the property.
 

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care plans clearly detailed people’s communication, sensory and mobility needs, and staff responded by putting appropriate adjustments in place. For example, grab rails were installed as people’s mobility needs changed. People were supported to plan for holidays and to visit family who did not live nearby.

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.
The registered manager worked with social workers to begin reassessing one person’s needs as their mobility changed, ensuring plans were in place in good time and recognising the person might need longer to process and adjust to any changes.