Bethany House

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 requires improvement. 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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff were kind and caring. They spoke to people considerately and were attentive to their needs. One relative told us, “Staff understand [person’s] manner, temperament and likes, and [person] has good relationships with the staff.”

Staff completed daily notes respectfully and their interactions with people were positive.

Staff were warm and welcoming to other professionals and engaged with them helpfully and openly.

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 registered manager, in discussion with people and staff who knew people well, had completed work around people’s goals, aims and aspirations, including creating ‘bucket lists’ for people. Goals were realistic and something people could work towards. Some goals had been achieved or were underway, including participating in activities such as swimming and helping to make their own breakfast. Goals were tailored towards people’s individual needs and interests. Work was ongoing to continually strengthen this area.

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

Staff consistently involved people in their daily activities, by giving choices and options, and supporting people to make their own decisions wherever possible. Staff also supported people to be as independent as possible and clearly recorded their attempts and offers so that progress could be monitored.

People’s independence had improved, and work in this area was ongoing. A healthcare professional told us, “I have noticed that [person] goes out more often and is less dependent on staff.”

Staff told us, “I support people to be as independent as possible by encouraging them to do tasks themselves, providing guidance when needed and prompts to help them succeed. I involve them in decisions, respect their choices, and celebrate their achievements to build confidence and independence.”

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 now had clear guidance to help them respond to people’s immediate needs appropriately, calmly and consistently. This had improved the support provided and had a positive impact on people’s quality of life. The management team had created helpful quick reference guides for staff, to help them quickly know what must be done in certain situations. Staff sought medical attention promptly and appropriately, and communication within the service was good; this ensured key information about people’s immediate needs was passed over swiftly and accurately to all relevant staff.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care. Staff told us they felt supported and the registered manager was approachable, visible, and always available to assist. Staff spoke about an improved staff morale within the service and confirmed they could make suggestions and their ideas were listened to and acted upon. Staff comments included, “The new manager is very approachable. We recently had a ‘You Said, We Did’ exercise and numerous suggestions by staff were implemented”, and “The manager always asks if we need anything or if she can support us in any way, she is a good manager; she gives opportunities for staff to raise things and talk to her.”

Staff were also encouraged to progress their careers and provided with additional training and support in order to do this. One staff member told us, “Staff are now getting opportunities to be involved in everything.”