Badgers Holt Residential Care Home

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

People appeared comfortable with staff. People and relatives spoke positively about the staff and management team. Comments included, “Management is excellent. The staff know the high standards expected of them by the manager in relation to caring for my loved one”, “The permanent staff amaze me how they all know [person’s] likes and dislikes”, and “Great care and attention has been given to [person’s] at the service.”

We observed kind interactions between staff and people.

One health and social care professional told us, “We have an overwhelmingly positive impression of Badgers Holt, and have consistently done so for many years.”

The staff understood people’s needs and knew them well.

Staff told us how they treated people with kindness and dignity. One staff member told us, “I take phone calls from families to arrange visits to see them. When receiving calls, I make sure I pass the phone to the residents if families are wanting to chat with them.” Another staff member said, “A person is very important to me. I respect their choices, and I am always open to people’s wishes.”

The service 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.

Staff told us how they respected people’s individuality.Comments included, “I provide and support people by allowing each resident to have their independence as much as they can. If they need help, I am always there to help them of course but if they can also do some stuff independently I will always promote their independence”, and “An example of supporting residents with their independence is that I will always allow them to make their own interest with taking in to consideration their care of course, for example allowing a resident who forgets to eat at the lunch table but then reminding them that their food is there and showing them how to put the food on their fork and to put it in their mouth.”

People appeared comfortable with staff and interacted positively with them.Relatives were complimentary about staff and how they treated their loved ones. Comments included, “Staff take time to get to know each resident and make them feel special”, “[Person] loves a cup of tea and for birthday the service bought a teapot and cup. [The person] said to me, “Staff know me so well””, and “Like most families I’m sure it is a really big deal putting a family member into a home. The service has provided us with confidence that [the person] is well cared for.”

People’s personal, cultural, social and religious needs were documented in their care plans.

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

People confirmed they made choices about their care. One relative told us, “Staff encourage [person] to join in events and respect [person’s] choice when they decline.” Another relative said, “If [person] doesn’t feel like siting with the rest of the residents, [person] can stay in. [Person] loves going out on trips out on the minibus.”

People were supported to maintain relationships and networks that were important to them.

Staff told us they supported people to stay in touch with their families and friends. Comments included, “If a resident is with me and they have a visitor from a relative or friend, I will always allow them to have that time with the person and for phone calls I will always ask resident if they have spoken with their relatives and that if they call then it would benefit the resident to have the phone call too. This is only if the resident agrees and wants the visitor or the phone call”, “I support people to maintain their independence by letting them choose what they want to eat and encouraging them what they can do and take them to their room”, and “Some examples of how I support our residents to maintain their independence is by asking each individual what they would like for breakfast each day, what they would like to wear and how they would like to spend their day (e.g. in the lounge, if they’d like to go out for a walk, if they’d like to spend time with other service users).”

We observed family members visiting on both days of our inspection.

People’s communication needs were assessed and formed part of their care plan. People were supported to spend time doing activities they enjoyed. These included armchair exercises, singing and cookery mornings. Some people were supported to access activities and the local community to promote and support their independence, health and wellbeing. During residents meetings people were asked for their views on topics such as activities and menus.

The service 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 and understood their needs. A relative said, “If [person] wasn’t feeling well, staff would phone me. They phone GP before family thinks to asks.”

We observed staff responding to people's needs in a timely manner.

Changes in people’s wellbeing were clearly documented in people’s care notes and handovers. Changes were effectively communicated and raised with healthcare professionals as required.

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

The manager told us they had an open-door policy, and staff could come in at any time and request support. The manager had additional training as a Mental Health First Responder. Records confirmed staff’s working patterns were designed to support their wellbeing. The service had a staff recognition scheme in place which rewarded staff members for their performance.

Staff confirmed they felt valued, supported and able to come to the manager with any problems they had. Staff gave us examples of when they were supported, for example to access health appointments. One staff member said, “I feel valued at work.” Another staff member told us, “The provider / acting manager is very supportive of my wellbeing. The support I have been given and continue to receive is second to none. I cannot thank my acting manager enough for the continuous support they give me.”