Archived: Bennerley Fields Centre

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

Staff were kind and considerate when meeting people’s needs. We observed positive interactions between staff and leaders and the people they were supporting throughout our assessment.

People told us they found the staff to be caring. One person said, “All staff are very good and very friendly. They are supporting me in my expectation of returning home soon.” Relatives were equally positive. One relative told us, “I can’t fault the care. We are attending a meeting to discuss my relative’s discharge next week. I’ve been kept informed of the package they are putting together.”

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.

For example, some people chose to spend time in their rooms, whilst others sat in the communal areas. We observed staff ensuring people received the same level of support by regularly checking on people who chose to stay in their rooms throughout the day, having conversations and asking them if there was anything they would like support with.

One member of staff told us they adopted a flexible approach to who works with each person, “Sometimes people will relate to a colleague more than they do to me, and I accept that. In those circumstances we will swap who is keyworker for that person so they are working with somebody who they have the best working relationship with.”

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

The provider offered individuals choice and control over the way that they spent their days. The rehabilitation sessions people had with physiotherapists and occupational therapists worked towards goals each person had identified in their care plan, ensuring they had control over their care.

Independence was a key focus for the provider, with people being encouraged to complete tasks on their own to the best of their ability. Staff were available to support and encourage people with completing tasks when this was needed. People were free to spend their day as they chose.

We observed staff supporting a person to mobilise using a piece of equipment. Staff stood within arm’s reach so that could help to steady the person when needed. When the person tried to grip the equipment with their hands to help themselves stand, the staff gently reminded them to grip the arms of the chair they were sitting in, reminding them they will not have this piece of equipment to use at home, so they needed to try to avoid using it to help them stand. The person was observed to respond positively to this guidance from the staff member.

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 ensured people’s immediate needs were responded to promptly in a dignified way. Staff were observed meeting people’s needs in a timely way. If staff were in the process of supporting another person and somebody asked them for help, they were observed to explain politely they would help them as soon as they could, before finishing the task they were engaged in and then helping the person who had requested this.

People were responded to in an appropriate time frame. We looked at a sample of call bell audits for a 48-hour period. Most calls from people were answered in under 5 minutes, with around half being answered in under a minute. A small number of calls took longer than 5 minutes to answer. These all occurred at peak times of the day such as breakfast time. Staff told us these times are the busiest as they would be supporting people to mobilise safely to the dining table and helping the kitchen staff to serve food.

People and their relatives told us they have their needs met promptly by staff and are not kept waiting. One person told us, “The staff are very responsive. They come quickly when I press my buzzer.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to deliver person-centred care.

The provider cared about staff wellbeing and promoted their wellbeing. All the provider’s staff had access to an employee assistance programme, which offered a free 24/7 confidential support, access to counselling sessions, and access to wellbeing tools and advice designed to promote physical and mental wellbeing. Regular supervisions and an appraisal system were in place for staff, which included space for discussion of the staff member’s wellbeing.

Staff told us they felt supported and valued by the provider. One staff member told us, “It is a good place to work and to grow.”