BMBC Reablement Service

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 provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated 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.

The provider made 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. Staff were passionate about providing individualised care to people and told us how they gained information about people's needs and wishes. The leadership team monitored staff interactions with people, to ensure people were treated with dignity and respect. Professionals told us staff were kind and provided person-centred care to people. A professional said, “The service is well led, partnership working is strong and there is a clear focus on the service user outcomes.” People were happy with the care they received. A person said, “I have only praise for the company. They have organised a lifeline pendant alarm for me, which will be great. They have done all of these referrals for me, they are very professional.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked collaboratively with a range of professionals, to ensure people received timely care and reduced their need to stay in hospital or care settings. People told us staff had helped them to get better, increased their independence and ensured they could return home safely. A relative said, “The company organised physiotherapy to visit my relative at home. They have been given exercises that have really helped their progress, and the carers actively encourage them. I have seen a difference in my relative’s overall health and wellbeing since the carers have been in attendance.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Staff told us information could be provided to people in accessible formats if required, such as large print. People had been supported previously to access an interpreter, to ensure they could effectively communicate their needs and wishes with staff. People's communication needs were included in their care plans to guide staff about how to communicate with people. A person said, “I feel safe with the carers; they wear identification lanyards. They always arrive to see me and shout hello are you ok after letting themselves using the key safe. They always knock the door, so I am aware someone is coming in.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. People told us they felt listened to. People could give feedback about their care via a number of channels, including online feedback forms, speaking with staff, written feedback, and via weekly reviews. Compliments were shared on a website, and people had made positive compliments about the service, such as, ‘Thank you for your kindness and assistance’ and ‘Can’t thank you enough, supported [relative] to feel better.’

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported to access external healthcare professionals, where required. Leaders could access people's care records to enable them to keep up to date with people's health needs and any hospital admissions. Records evidenced staff contacted emergency services where required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People received good outcomes. Staff assisted people to increase their daily living skills and independence. Care call times were flexible and could be increased or decreased as required, dependent on people's current needs. Records evidenced people had been referred to appropriate services if further health and social care support was required.

The provider made 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. Staff were passionate about providing individualised care to people and told us how they gained information about people's needs and wishes. The leadership team monitored staff interactions with people, to ensure people were treated with dignity and respect. Professionals told us staff were kind and provided person-centred care to people. A professional said, “The service is well led, partnership working is strong and there is a clear focus on the service user outcomes.” People were happy with the care they received. A person said, “I have only praise for the company. They have organised a lifeline pendant alarm for me, which will be great. They have done all of these referrals for me, they are very professional.”