Archived: Beech Tree 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 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. We observed staff interacting with people and found they were kind and caring and supported people in line with their support plans. One staff member said, “I see every day how we prioritise dignity, choice, and wellbeing. Staff are well-trained, properly supported, and truly care about the people we support.”

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. People were supported to engage in hobbies and interests of their choosing such as going for walks, swimming, visiting the local pub and shops and going out for meals. Support plans reflected people’s social interests and staff were keen to ensure people lived a fulfilled life.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff understood this importance of supporting people to maintain their independence and control. One staff member said, “Individuals are supported to have choice and control over their care, treatment and their wellbeing.” Support plans were person centred and included people’s views and preferences. For example, people were supported to communicate in ways they understood, such as using simple sentences, gestures and by pointing to objects. Another staff member said, “Individuals are supported to understanding their rights by using pictures, symbols, and Makaton.”

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. We observed staff interacting with people in a positive way which suited their needs and the situation. For example, 1 person was happy sitting on the floor. We saw a staff member try to assist them to a more comfortable area, but when the person declined the staff member sat with the person on the floor and engaged with them in a positive way. Another person showed increased anxiety and staff responded in a calm and courteous way, speaking in a soft voice and reassuring way, which helped reduce the person’s anxiety.

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 from the management team and told us they were approachable. The management team offered daily guidance and direction to enable staff to deliver person-centred care. One staff member said, “With new management starting, appraisals are more regular, and I believe that gives staff better work environment and more of a bond with the management team. It also motivates us to carry on with what we do.”