Bede 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Relatives and professionals gave consistently exceptional feedback about the care provided at Bede House. They praised the care team, including the registered manager, for how kind and considerate they were towards people. This enabled people’s quality of life and wellbeing to be prioritised and enhanced. A relative described staff as “marvellous” and commented how they had been a great support not only to their family member, but also to them. They described how their family member’s wellbeing and general mental health had come on “leaps and bounds”, despite difficult circumstances. They commented, “On my last visit, this was the happiest I have seen [family member] which in turn has brought me much happiness, relief and peace of mind.”

Professionals echoed this feedback and were equally complimentary about the caring and considerate nature of the staff team. They gave examples of where staff had shown patience and commitment to ensure people experienced especially positive outcomes, often people who had experienced difficulties in previous care placements. A professional described how staff spent time to get to know a person, really listened to their views and the views of professionals. This enabled them to find the right way to manage their distress, especially offering emotional support when the person was scared. Another professional described how the registered manager and staff challenged health professionals in another person’s best interest to start a particular treatment. They commented, “This has improved [person’s] quality of life as their distress around this [not having the treatment] is much reduced.”

The provider treated people as individuals and was exceptional in how they 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.

Staff went above and beyond to provide personalised care, so people continued to receive the care they needed, often in challenging situations. For one person this involved staff providing care when they were in the local community and staying in other care settings. Staff used the trusted and therapeutic relationship they had developed with the person within Bede House to help them settle and comply with treatment requests. Staff shared their knowledge and skills of bespoke strategies, which were tried and tested to ensure the person was comfortable and settled. Staff also continued to provide direct care to the person, as they already trusted the care team from Bede House.

Staff spent time with people to understand how they communicated to ensure their views were heard and acted on. Due to the patience and perseverance of the care team, a person who initially did not respond to staff engagement, now communicates with staff mostly using gestures. They have also since started speaking using odd sentences for the first time in a long time. A professional commented, “[Registered manager] and her team have such a genuine passion for caring for their residents and show a positive and high-spirited attitude and energy.” Another professional described how staff had gone “beyond expectations” and provided “exemplary” care to make a positive difference to people’s lives.

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. People experienced especially positive outcomes from living at Bede House. Due to staff providing compassionate personalised care, people succeeded in achieving outcomes previously thought not possible. Staff worked with professionals to develop a bespoke plan for a person with specific sensory needs. This enabled them to achieve their goal of integrating into their community. The person now regularly spends time accessing places of interest to them and now uses gestures to show how happy they are with the outcome. The person’s wellbeing had improved dramatically, and they now had a much better quality of life. A professional commented, “Staff at Bede House have an excellent rapport with [person] which helps support [person] with their physical and mental health needs.”

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 provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff were motivated and driven to support each other and provide the best care to people.