Enriching Healthcare Ltd Also known as Heritage Healthcare Bristol

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.

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.

People were supported by staff who were kind, empathetic and compassionate and who respected their privacy and dignity.

People and relatives all felt the care and support provided was excellent. They went on to describe the support as exceptional. For example, people told us, “Very happy with the care” and “Really brilliant, they are so supportive and lovely.” Relatives told us, “They are very nice, very caring.” Another relative told us, “Excellent care staff.” Another relative said, “Really lovely, really friendly.”

Staff gave examples of how they promoted people’s privacy and dignity along with choice. They told us, “We close curtains and doors and provide choice such as what meals the person might like, what to wear, and if the person would like a shower.” People told us they had choice and privacy. For example, 1 person told us, “They provide me with privacy.”

The registered manager ensured people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, and unique backgrounds. Although people’s care plans had not explored if they had a cultural, sexual or protected characteristic.

People’s care plans contained important information about their individual needs. This included if the person had a religion or any other wishes in how they wanted their care provided and any important information about them. Although we found improvements could be made to exploring if people had a protected characteristics or cultural need, and this being documented within their care plan. We shared this feedback with the registered manager so they could review this and take any action needed. Albeit we found some improvements could be made to people’s care planning documentation. The service provider information return (PIR) gave examples of how care and support had been provided to people who had a protected characteristic, as well as how the service had supported them with their individual needs and preferences.

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

Staff provided people with care that promoted their independence and staff and the registered manager knew people well. People were provided choice and control over their care and support wishes by staff who promoted their daily choices such as how they wanted their care needs met including their meals and drinks. People told us, “Staff are so supportive, they do anything I want them to do” and “Very supportive.” The registered manager liaised with health care professionals, so staff had access to further training in promoting people’s independence and individual 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.

People were supported by staff who knew them well. The registered manager and staff supported people with any changes to their individual needs and referrals were made to health and social care professionals as needed. The registered manager and staff held team meetings these were an opportunity to discuss any changes to people’s individual needs.

The registered manager cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The registered manager gave examples of how they supported staff flexibly and how they acknowledged and supported staff with their individual religious, cultural and potential development needs. All staff felt supported by the management of the service and able to raise any concerns with the manager if needed. Staff told us, “Very supportive.” Another member of staff told us, “Can discuss anything if needed, they are nice to work for.” Staff were supported with team meetings, supervisions, on the job observations and wellbeing check ins.