BMBC Reablement Service

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.

This is the first assessment for this newly registered service. This key question has been rated 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. A person said, “Staff really are very caring people and so respectful. When I first had the carers, during showering I was embarrassed, but they made me feel so at ease and provided me with lots of privacy by holding up towels. When the reablement service comes to an end I will really miss them.” Another person said, “I think they are a brilliant bunch and very kind. They really make my mood better; they lift my spirits.” Staff treated colleagues from other organisations with kindness and respect. A professional said, “Feedback of individuals who have accessed the service have always expressed staff to be kind in nature, with individuals often wishing they could retain these staff long term.” Staff told us how they promoted dignity and respect for people, such as knocking on doors and respecting people's wishes and preferences.

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. Care plans were individualised, and contained people's likes, dislikes, history and what was important to them. A staff member said, “We build the care plan around people’s preferences, likes and dislikes as well as their needs. I would be very happy for my family members to receive support from this service.” People told us staff met their needs well and were responsive to their wishes. A person said, “The carers have really helped me to get better. They encouraged me to stand and walk and with their help I have improved a lot. They make suggestions as to how I can continue to improve and become more mobile and never rush me.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff gave them choices about their day-to-day care, including what support they wanted to receive, their meals and clothing. People could access an online portal which contained the service policies and procedures. Staff understood their responsibilities and told us how they promoted choices for people. A staff member said, “Before I meet people for the first time, I read their care records, this gives me some background information, any likes or dislikes. The care plan is centred around their care and goals they would like to achieve. We let people make their own choices, such as what to clothes to wear or their choice of food. The care plan is adapted to meet their needs. We encourage independence, support individuals to complete task for themselves, respect personal space.”

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. The service provided support to people on a short-term basis, which focused on enabling people to develop skills, confidence and independence, to enable them to complete daily living tasks. People received care calls when they were allocated. A staff member had recently stayed with a person, to ensure they received emergency care and supported them to get their things ready for a hospital stay.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. A staff member said, “I enjoy working with the reablement team and providing care and support to the service user and knowing I'm making a difference to their life's and working with them to gain their independence back, I get great job satisfaction doing what I do. I also enjoy talking with service users and listening to their stories. I can't think of anything I dislike about my job.” Another staff member said, “I have had so much support and encouragement from other practitioners, management and support workers. Reablement to me is a great service with a great team.” Staff had access to a well-being portal and well-being initiatives were in place to celebrate staff achievements. This included staff recognition of long service, shopping discounts and sharing compliments received from people and their relatives. For example, 1 member of staff had recently received recognition for positive feedback about their care and support. Staff told us they were happy and were well supported.