B & S Healthcare Limited

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 85 (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 told us they were treated with kindness and respect. A relative told us, “The carers give respectful personal care. [Name of person] is very private and so embarrassed at first to allow them to provide this, but he is OK now and confident in them to respect his privacy and dignity.” Another person told us, “They provide respectful personal care, observing my privacy and dignity. I feel very safe in their care.” Other comments included “They are wonderful. We have a laugh and a joke with them. We get on with them very well,” and “I get very nervous and anxious at times, and they are always there to talk to, so understanding and helpful when I worry about stuff. I have absolutely no complaints: they are angels.”

Staff received training on person centred care and treating people with dignity and respect. Spot checks were completed to ensure staff were working towards the expectations of the agency and treating people with kindness, and respectful of the person’s dignity and privacy.

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.

The provider was passionate about people receiving care where they were treated as individuals, and the care was tailored to their personal circumstances, routines and preferences. Staff echoed this. Staff understood what mattered to people and ensured care was delivered in accordance with their expressed wishes as set out in people’s personalised care plan.A member of staff told us, “I took on board that everyone’s requirements and needs are different and to respect their care plans.”

People and their relatives were extremely positive about the care and support they were receiving. A relative told us, “The carers are outstanding, I can’t fault them one bit. They look after her so well I know I can rely on them and not have to be round there every minute checking.” A person told us, “The person-centred care they provide is excellent.”

Information gathered during the assessment meant the person was very much involved in the process. Care plans included information about people’s cultural background and what and who was important to them and any protected characteristics.

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

Staff supported people to be as independent as possible. Care plans described what people could do for themselves and where they needed support. This enabled staff to support people appropriately whilst encouraging people to be independent as much as possible. Staff recognised the importance of supporting people to maintain their independence enabling them to live at home for as long as possible.

People confirmed they were supported to make choices and had control of the care they received. People told us, “The carers are very caring and helpful.” A relative told us, “They are lovely with her, a good fit.” Another relative told us, “Mum was always very independent, and the carers encourage her to still get engaged in things she can do.”

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.

A relative told us how the service supports their loved one, with care workers responding promptly to the person’s pendant alarm when there had been an emergency. They said, “This is excellent, prompt support which results in person centred care and peace of mind for me.” A person told us, “The staff are always responsive to any request or health need.”

The registered manager told us how they supported some people flexibly when they needed support. For example, when a relative was away on holiday additional visits were put in place or ad hoc visits to support people with healthcare appointments.

People and their relatives were able to contact the office at all times. There was an on-call system for staff to contact the management team in the event of an emergency.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff were positive about working for B and S Healthcare Limited. Many of the staff had worked for the provider in excess of 10 years. A member of staff told us, “Yes I feel supported in my role, by my supervisor, training manager and my boss, who are all very approachable.” This was echoed by all staff we spoke with.

Staff described a team that was supportive of each other. The registered manager told us there was an open-door policy and staff regularly called into the office to speak with the office staff. They told us they do not have an employee of the month, but all compliments were shared with the named staff and flowers bought for staff that had gone over and above in their role. A recent example was where a member of staff had willing picked up some additional shifts to ensure continuity for the people they supported.

Staff had access to resources that supported their well-being including confidential counselling services if they needed it and regular one to one supervision with their line manager. This enabled them to discuss their wellbeing and where needed make adjustments to their roles or working environment.

Staff confirmed there was an on-call system they could contact for support whenever needed.