Bedewell Grange

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. 

At our last inspection we rated this key question. At this inspection the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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.

Staff were exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. The ethos of the organisation promoted an exceptionally strong person-centred culture where people were at the heart of the service and staff were committed to ensuring they received the very best possible support in an exceptionally caring and nurturing environment. Staff were extremely proud of their caring approach towards people and believed strongly in the values of the service. Staff were knowledgeable about each person and could describe their needs. A professional commented, "Staff show a good knowledge about their residents when you ask questions.” Care plans were exceptionally detailed with a high degree of personalisation and provided staff with an excellent guide to understanding each person. People received their care and support from a service which was entirely flexible and able to respond to individual requests and changes. A regular resident meeting took place and people’s views were collected from the resident ambassador. A staff member told us, “I let people all know about upcoming events. They talk about food and activities, the residents decided to give themselves a name as a group. They called themselves the forget me nots.” There were several examples of where staff had gone 'the extra mile' to provide exceptionally caring and compassionate support. Personalised and responsive care was evident in a range of thoughtful actions taken by staff. Memory books were created for the families of individuals who had passed away, containing photographs of their loved ones during their time at the home. Staff arranged for people to attend events that were meaningful to them, such as football matches, and accommodated specific meal preferences, including requests for lamb chops and steak served with wine. For a person on a pureed diet, a specially prepared pureed birthday cake was provided to ensure they could celebrate in a dignified and inclusive way. In another example, arrangements were made for a former biker to be visited by friends from their previous biking community, helping them maintain a sense of identity and connection. Additionally, when a person expressed dissatisfaction about being served last at mealtimes due to the location of their room, staff responded by adjusting the routine. As a result, the individual reported greater satisfaction with their meal service now.

Staff at the service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Information was available and shared between services as needed to ensure people's care and treatment needs could be assessed and met. There was strong communication and liaison with other agencies involved in providing support to a person, to ensure there was joined up and seamless care. A professional commented, “We have regular multi-disciplinary meetings, and these are always well attended well by the care home staff.”

The service advertised that it could supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. However, people did not always have information in formats to suit them, for example, pictorial menus or the activities programme. We were told this would be addressed.

The provider was good at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result. People were encouraged and supported to get involved in the running of the service. Every effort was made to ensure people were supported to express their views so that staff understood their preferences, wishes and choices. This included where people may not communicate well verbally. People were offered choices and were listened to. A relative commented,” Every week the chef speaks to a resident about what their favourite meal is. They then include this dish on the menu for that week.” A person told us, “I can express my views, the activities organiser comes round and asks for ideas. They have planned another event.” Regular meetings took place with people and their representative to discuss their care and support needs which also included discussion about their future plans and aspirations. Relatives were also involved in discussions about their family members care plans and risk assessments.

Staff were good at ensuring people could access the care, support and treatment they needed when they needed it. People's care records showed they had access to care and support, and referrals were made for treatment promptly. Care records included information around people's sensory and communication needs. Staff advocated for people or secured advocates for them to ensure they received the treatment they needed. An on-call system was in place to provide advice and support to people and staff if needed.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain. The registered manager ensured peoples’ social and healthcare needs were fully considered and met.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. Care plans that were in place contained people’s plans for the future. Information was available about people's religion and cultural preferences if this support was required. A person commented, “Future plan. It has got to that stage, I am alright with that.”