East Bristol 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. 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 70 (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 gave examples of how they demonstrated a caring approach and ensured people’s dignity was upheld. A staff member said, “Always make sure that I ask them all the time if they are OK. I tell them what I’m doing. Ask if they are happy. Keep them covered up.” People told us, “Staff are very kind and caring,” and “They [staff] are very respectful towards me. I have always felt like I’ve been treated with dignity.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Information to support and guide staff in people’s individuality was limited in care documentation. For example, around people’s communication needs, preferences, culture and religion.

Staff were skilled and adaptable at supporting new people due to the short-term nature of the service. A family member said, “[Staff] have put her at ease and they had built up a very good rapport.” Staff demonstrated they respected people’s individuality and were mindful of people’s religion and culture and always asked how people preferred to be supported. Staff were aware of different religious festivals and observances and how people should be supported during this time. For example, people having time to pray. A staff member said, “You can’t come into this job not respecting someone’s culture.”

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

The service’s aim was to support and facilitate people’s independence. People had goals agreed around areas they wanted the service to support them with. A person said, “I have tried to maintain some independence, I do as much as I can and they will support me with the rest. I’m very happy for everything that they do for me.” Another person said, “What they do well is helping me with the shower.” A staff member said they supported people with their independence by, “Taking them into the kitchen, doing things together, so they can butter their own bread, not deskill them.”

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 told us staff responded to their immediate needs. If people were unwell or needed further support, staff escalated this. For example, staff told us how they would contact 111 for additional advice or senior staff. Staff demonstrated they asked people for their views and wishes. For example, about what they would like to eat or how they would like to be supported. However, information recorded around this was limited.

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 they enjoyed overall working at the service. Staff could give feedback at team meetings and during one to one supervisions. A staff member said, “Managers, seniors and colleagues, they are all still really supportive.” Staff had access to a range of well-being initiatives available through the provider.