Best West Bridgford Home Care Ltd Also known as Home Instead Central Nottingham and West Bridgford

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

All the feedback we received showed staff were caring and kind. One relative told us, “Both carers are very chatty with mum, and she enjoys her time with them. They are very good and discreet as they assist her with the shower, keeping her covered where they can and if they notice any marks on her skin they always bring them to my attention.”

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

Whilst care plans were not always detailed, staff knew people well and supported them in line with their preferences and had detailed information about their backgrounds and culture. One relative told us, “The staff go out on a walk with him, and they would look at where he used to live when he was younger with him so he could talk to them about his earlier life. They sat and listened to him talk.” Staff told us they respected people’s beliefs. One staff member told us, “I do have a client that is a practicing Christian and has been all their life. On occasion I listened to the client read from the bible. I even ask for them to explain their religion to me.”

The provider promoted people’s independence by ensuring they understood their rights and had choice and control over their care, treatment and wellbeing. Daily care records showed people were offered choices and were supported to maintain their independence. Feedback from relatives confirmed this. One relative told us, “[Staff] encourage [family member] to be as independent as she can. For example, they give her time to wash herself and support her only with the areas she cannot reach and with drying.” This meant care was delivered in a way that promoted independence, dignity and personal choice.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in a timely way and acted to minimise discomfort, concern or distress. While care plans were not always in place to guide staff on how to respond to people displaying distress, daily notes showed staff responded with kindness and took action to reduce people’s distress. A relative told us, “[staff] are like a group of friends to us and are all very approachable. My [family member] would say if she wasn’t happy with any of them. When I read the notes on the system, staff often write about sitting with her in the evening, chatting with her and only leaving once she has fallen asleep.”

The provider promoted staff wellbeing and supported staff to deliver person‑centred care. All staff we spoke with told us they felt supported in their roles and had opportunities to discuss their wellbeing. One staff member said, “I have regular supervision and feel supported. I enjoy working here as I am treated like a valued member of the team. We are all treated as equals, no matter what our role is.” This meant staff felt valued and supported, which helped them to provide, person‑centred care to people.