Bourne Bridge House

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.

At our last assessment we rated this key question good. At this assessment 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.

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.

People were supported to lead active and fulfilling lives, with opportunities to take part in a wide range of activities both within the home and in the local community. People were regularly supported to access community facilities, attend events and visit places that were important to them. Throughout the service, photographs and displays celebrated people's achievements, experiences and relationships. These included artwork created by people, photographs of them participating in activities, enjoying holidays, spending time with staff and sharing meaningful moments with family and friends. This helped to create a homely environment that reflected people's lives and identities.

Staff demonstrated a detailed knowledge of people's histories, interests, preferences and aspirations. They used this understanding to build meaningful relationships and provide highly personalised support. Staff were attentive and thoughtful in their interactions, adapting their approach to meet people's individual needs and wishes. We observed a proactive and creative approach to supporting people's emotional wellbeing, with staff continually seeking opportunities to enhance people's quality of life and help them achieve positive outcomes.

Relatives spoke positively about the opportunities people were given and the quality of support provided. One relative told us, "What I love is that they are living they’re absolute best life and being given opportunities." Another said, "I have recommended Bourne Bridge House to somebody because it's really, really good, and I'm really relieved that [they’re] living there."

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.

Records confirmed staff worked with health and social care professionals to ensure care for people was flexible and joined up. Health and social care professionals were complimentary about working with the service. For example, we received comments from professionals such as; “Specifically with my patient I feel very appropriate and pertinent discussions are had regarding care provision, while also showing a genuine interest in avoiding deterioration in presentation” and “They work well with the learning disability specialist health care team. The manager and deputy manager are very attentive to their resident’s needs and will work outside their contracted hours to support residents”.

A relative said, “We receive regular calls if [relative] requires any treatments.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs had been assessed, and care plans described the support people needed with communication. The provider explained that information could be made available in a range of formats to meet people’s individual needs. Information was available in a variety of formats in a way people could understand. Communication plans were in place. Staff effectively supported people to fully express themselves. The service had a deeply embedded culture of accessibility and inclusion and was complaint with the Accessible Information Standard. The Accessible Information Standard (AIS) is a legal requirement for all providers of publicly funded NHS and adult social care services. It aims to ensure people with a disability, impairment, sensory loss, learning disability, autism, or communication difficulty can access information and communicate effectively.

People told us they knew how to raise concerns or complaints. They told us they were happy with the service, and communication with staff and managers was good. People said, “I’ve never had to make a complaint, but I would know how to notify the people of any concerns” and “They are very good at replying to us as a family”.

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.

The service had a well-established culture of listening to and learning from the views of people, relatives and professionals. People were encouraged to share their opinions about the care and support they received, and feedback was used to inform service development and drive continuous improvement. Relatives were invited to provide feedback through annual questionnaires, enabling the provider to seek views on the quality of care and identify opportunities for improvement.

Staff were also encouraged to contribute to the development of the service. We reviewed staff supervision records, which provided opportunities for reflection, discussion, professional development and feedback. Team meetings enabled staff to raise concerns, seek advice and provide peer support.

Results from a recent staff survey showed that most staff agreed or strongly agreed they received specific and constructive feedback about their performance. However, we received mixed feedback from staff regarding the frequency and effectiveness of staff meetings. We discussed this with the registered manager, who outlined plans to strengthen staff engagement by circulating agendas in advance, inviting staff to contribute agenda items, recording agreed actions and providing timely feedback on suggestions and concerns raised by staff.

People and their relatives told us staff and managers were approachable and that they would feel comfortable raising concerns or making a complaint if needed. Records showed complaints were investigated appropriately, with responses provided and actions taken where necessary. This demonstrated the provider had systems in place to listen to feedback, respond to concerns and use learning opportunities to improve the quality of care provided.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The registered manager and staff understood how to access the specialist health or social care support people might need. People had access to care which promoted equality, removed barriers or delays and protected their rights.

The service maintained clear and accessible information about each person’s individual needs and preferences, ensuring this could be shared with health professionals if a hospital admission occurred. For example, hospital passports were available for each person including details of the person’s care needs and communication preferences. This information helped hospital staff gain an understanding of people’s individual needs.

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.

The registered manager had a commitment to creating equal opportunities for people who often experienced marginalisation. Staff ensured people were empowered and supported to promote equality and protect their rights. Staff ensured people’s disabilities were not a barrier to having a fulfilled life. For example, people were supported to achieve positive outcomes in areas which mattered to them, such as community engagement, leisure, and independent living skills. Staff adapted their approach to each person, promoting confidence and independence through consistent encouragement and tailored support.

Staff had completed training in Equality, Diversity and Human Rights (EDHR), which helped them to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge discrimination.

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.

People were supported to consider and discuss their future care needs, for example, where people had goals to increase their independence, accessing the local community, staff provided encouragement and practical support to help them progress towards these outcomes.