Bedewell Grange

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 service involved people and treated them with compassion, kindness, dignity and respect. 

At our last inspection we rated this key question good. At this inspection the rating has changed to outstanding. This meant the service is exceptional at maximising the effectiveness of people’s care and treatment by assessing and reviewing their health, care, wellbeing and communication needs with them.

This service scored 90 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff communicated with people in an exceptionally caring and compassionate way. They gave people time to respond, listened to them and provided sensitive support to ensure people's needs were promoted. A relative told us, “Staff are getting to know [Name]. They know they don’t talk very much.” People, relatives’ and professionals’ comments included, “I have made friends with the staff and different groups of people”, “People have a glass of Prosecco while they are having their hair done”, I think it is brilliant, everything they do for [Name] is brilliant. Staff are gentle with them”, “I trust the staff”, “Staff are all lovely, they are not gobby or cheeky, just lovely”, “When I came in last week the singer was in, all the residents were clapping, and dancing. I was depressed when I came in, I went home cheered up” and “I have observed how staff interact with residents and families, they display the utmost respect and care.” Staff always treated colleagues from other organisations with kindness and respect. A professional commented, “Staff are so welcoming and approachable.”

Staff treated people as individuals and were exceptional in how they 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. Detailed person-centred information was collected about people's religion, likes, dislikes and any cultural preferences. A key value of the provider was treating each person as a unique individual. Staff were very positive in empowering people to enjoy a lifestyle that met their preferences and celebrated this. People gave examples of how they were supported to pursue previous hobbies or interests or try new experiences. Examples included people being supported to maintain family relationships, person being supported to become more mobile, get their DoL removed, person now spends more time out of the home, revisiting local familiar places, another person who was more dependent now has more confidence and speaks up. There was a ‘wish tree’ and people were encouraged, supported to have their dreams, wishes fulfilled. People and relatives’ comments included, “Staff know my likes and dislikes”, “I can have a Pina colada if I want now”, “[Name] is encouraged to take part in things, to observe and listen, they are included. That is the sociable aspect as it is nice to be around people, to observe different things”, “I had lamb cutlets, for my wish” and “I enjoy classical music, and we had a musical quartet visit.” Staff were aware of and had an in-depth understanding of people's needs, anxieties and aspirations. They established consistent and trusting relationships with people which enabled people to relax with the support provided. A relative told us, “Staff know when [name] is upset and know how to respond to them.” Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs.

Staff at the service were exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. There was a very strong culture of empowering people. Independence and autonomy were promoted at all times, whatever the level of need, and this was at the centre of all care and support that people received. People were supported to aspire and to achieve a level of independence and to be fully involved in decision making and control in their lives. A person commented, “I’m independent, the only thing staff do is help me in the bathroom. I asked to move to this room so I would have more room for all my pictures and puzzles.” Staff empowered people to be in control of these choices which led to a wider range of experiences for people and positive outcomes. A person told us, “I get a shower whenever I want, I just tell staff” and “I have breakfast in bed sometimes.” There were examples of where people had flourished and become more independent in terms of physical or emotional well-being. A professional commented, “Staff take the time to learn about residents, their behaviours, their families, and they take note when residents are not themselves". For example, some people had had their medicines reviewed and reduced, at staff request, after staff had observed a negative impact on their lives. The subsequent reduction/alteration in medicines had a dramatic impact in improving some people’s quality of life and increased their independence significantly. A person moved back from the Memory Lane unit to the residential unit, they were no longer receiving palliative care, and were no longer subject to a Deprivation of Liberty DoLS. The registered manager enabled staff to deliver person-centred care, and this was the fundamental basis of the design of the service. People confirmed that any changes to how staff supported them were discussed and mutually agreed upon. People continued to lead active lives and decide how they wanted to live their lives. Detailed and personalised care records documented how people's independence and autonomy were to be promoted. Staff had created a real sense of community within the home and valued everyone’s opinions. The service was very vibrant and had a lively atmosphere. The activities co-ordinator sourced a wide range of activities and entertainment for people to enjoy both inside the home and out in the community. Staff were proud of their work supporting people. A staff member told us, “I love working here”, “It is a lovely home” and “We work as a team, we are mindful of individual strengths and abilities.”

Staff 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. confirmed this was the case. They worked calmly, compassionately and responded to people promptly. Staff worked very closely with people. They invested time in ensuring they were given the right level of support to promote their understanding. A person commented, “If you ask for something they do it or they (staff) say hold on we are busy and they come back.”

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. Staff comments included, “Staff wellbeing is important, we have employee of the month and a Happy App (discount App)”, “Management do care about the staff” and “Both the manager and deputy are very approachable and accessible, they seem to care about staff, and their well-being. They have been flexible and supportive around family life needs.”