Baily House

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 85 (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. Staff treated colleagues from other organisations with kindness and respect.

Staff demonstrated a compassionate approach with people. Staff showed warmth and respect during interactions, ensuring people felt valued and listened to.

People, relatives and health care professionals repeatedly told us staff were kind and caring. A relative told us, “I’ve never not seen [residents] treated with kindness and dignity”. All people we spoke with told us they were treated with kindness and dignity.

The service had a welcoming and positive environment. We observed staff engaged in relaxed, friendly conversations, using humour appropriately and always maintaining privacy.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People told us that staff knew them well and treated them as individuals.

People were fully respected as individuals and encouraged to take part in activities of their choosing.

Care plans detailed people’s needs and preferences. For example, information relating to a person’s family and social history and any requirements were detailed within their care plans. This meant staff had accurate information to ensure people’s individual needs were met. Care plans clearly evidenced people’s communication needs and what support was required to meet their needs.

Staff were able to describe people’s individual preferences and demonstrated they knew people well. At lunch time we saw staff knew people’s preferences and provided these.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to undertake activities of their choosing. Activities were offered both within the home and the community.

People’s social needs were understood. People were supported to maintain and develop their relationships with those close to them, their social networks and community. People had free access to their family, friends and community to promote and support their independence, health and wellbeing. People were supported to have video calls with loved ones, as well as inviting them into the home.

There was a wide range of activities documented with an activities team on site seven days a week. They are currently ‘travelling around the world’, virtually visiting different countries each month, trying local goods and celebrating different cultures.

Baily House welcomed a local childminder, visited a local college and supported a retired teacher to visit a school which they enjoyed.

There is also a mascot ‘Baily’ bear who had hidden soft teddy bears in the community for people in the surrounding are for people to find. This showed positive engagement with the local community.

People told us they would like to spend more time in the garden. We were aware from meeting notes that the garden was to be tidied to enable it to be used more by those living at Baily House.

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. People were supported by staff who were familiar to them, which enabled staff to anticipate and meet people’s needs quickly and in ways that was the most effective for the individual. Members of staff demonstrated empathy and care for people.

Relatives told us that their family members needs were met in a timely manner.

Staff showed concern for people’s wellbeing in a caring and meaningful way. They responded to people’s needs quickly enough to avoid any preventable discomfort, concern or distress. We saw people were offered pain medicines when needed in response to signs recognised by staff.

People were given keys to their rooms, so they had the ability to lock their doors if they wished.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us that they felt valued, listened to and could speak openly with management at any time. They felt that their views, opinions and suggestions would be listened to.

Staff had regular supervision which included different topics, one of which focused on mental health.

One staff member told us how understanding the registered manager had been during a difficult time for them, and had been offered the ability to alter hours and responsibilities to enable them to work safely. They were supported back to their original working capacity when they felt able.

A colleague of the month scheme invited nominations from staff, residents, and visitors, with winners receiving vouchers, certificates, prize draws, and occasionally holidays or recognition events. They hosted “Thank You Thursdays” which showed appreciation with treats, pizza, or self-care hampers. 

The service celebrated the ‘Woscars’ and other national award ceremonies which marked achievements with awards, boosting staff moral and bringing the team together.