Bilney 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 to be kind, caring and treating people with dignity. One relative said, “Staff have been so lovely and really looked after [family member] well and staff are always willing to talk to you. They are just so caring and sensitive, and you get to know them when you’ve been visiting for over 6 years.” One person living at the service said, “I’m treated very well by everybody. They are good people.”

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. The staff team were established and knew people’s communication preferences. Care plans were personalised and contained detailed information about people’s life history and spiritual and cultural needs. One relative said, “[Family Member] loves them all and she knows all the names, and I see her face light up.” Another relative said “It’s taken me a while to get used to [Family Member] being in a home, but I’ve adjusted to the fact that I think she’s in the right place and she’s happy. I have a level of trust in the staff that I didn’t think that I would ever be able to have.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. We observed a range of activities in the service. During one of our site visits, the activities co-ordinators had arranged for guinea pigs to visit people. People were able to feed the guinea pigs, and they ensured they visited people’s bedrooms as well as communal areas. One relative told us, “Every day there’s always something going on, at least once a week there are seated exercises and occasionally singers visit, they are very proactive and there are outings for residents, so they are kept busy.” One person said, “I like a wander in the garden and staff come out with me. We are hoping to get the greenhouse up and running quite soon. It is important for me to move around. I’m so much better than I was when I came in here and am determined to look after myself.”

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 to be visible and accessible throughout both our site visits. Staff responded promptly to call bells and the Registered Manager had oversight of the call bell system by completing a monthly analysis of call bell response times. One person told us, “Staff are always warm, respectful and professional. As I say the staff here are wonderful.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The management team was established and staff told us they felt valued by them. One staff member said, “I feel the staff morale at Bilney hall, is friendly, welcoming and ‘one big family’ which I believe is why we have so many longstanding staff and staff that return to working at Bilney hall.”