Believe Care and Support Ltd

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 80 (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.

We received some negative feedback from one person around one staff member treating them with kindness and compassion. However, it was acknowledged that the provider took the appropriate actions following the concern being raised with them.

We observed staff engaging with people in a kind and compassionate manner and treating people in a dignified way. Staff knew people well and this was reflected in care and support interactions. Care and treatment were delivered in line with people’s preferences and wishes.

Professionals praised the empathy demonstrated by the provider and how this resulted in good levels of person- centred care being achieved.
 

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.

People received personalised support that reflected their lived experiences, preferred routines, their likes and dislikes, and what mattered to them. Care plans contained detailed, robust and accurate information, and were meaningful and person-centred. They captured people’s preferred ways of communicating, their interests, emotional wellbeing, and physical health needs. We observed individual strategies and approaches were used with people, to ensure staff communicated effectively and people’s care and support met their specific needs. For example, one person benefited from the use of ‘story boards’ to understand new situations.

People had dedicated staff teams, and most staff teams had an identified team leader. Staff were able to use their knowledge of each person to deliver support that helped people feel valued, respected and understood.
 

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

People were supported to access the community in line with their needs and wishes. People had control over their day-to-day activities, and we witnessed staff asking people what they would like to do and supporting people to do this. When one person’s relative expressed views that were in contradiction to the person wishes, we saw staff advocate for the person to make sure their wishes were upheld. Some people at the service had mobility vehicles to enable them to access places further afield, enjoying days out. The provider had robust policies in place to ensure that these vehicles were used appropriately by staff.

The service kept daily logs to evidence what people had done each day.
 

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.

Managers and staff were suitably trained to assess, manage and respond to people’s needs effectively. Staff understood people’s needs well and we observed staff being able to anticipate people’s needs and respond quickly. Positive behaviour management plans identified what early signs of distress may look like for people, and guided staff on providing early interactions to minimise the risk of behaviours escalating.

We observed staff responding to people in a timely manner, responding to both verbal and non-verbal clues.
 

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

There was a strong consensus that the provider was positive in promoting workforce wellbeing. Most staff that we spoke to praised the provider and management team highly. Staff had a dedicated contact within the management team with which to raise concerns, and the service also had a designated wellbeing champion. The provider operated a system of praise where staff and managers could give and receive praise over an electronic platform. Staff had been nominated by the provider for a nationally recognised award - which they won. The provider also held an annual wellbeing day for staff, offering treatments such as massages, yoga and sound baths. Staff had access to rewards and discounts through the providers membership of Bright HR. One of these benefits was access to an employee assistance programme which offered a range of advice and support on finance, legal matters and wellbeing, with access to counselling support services. The provider was accredited as a real living wage employer, and was recognised as a neuro diverse employer

Reasonable adjustments, when appropriate were made for staff to enable them to remain or return to work. The provider shared documentation with us that showed thanks being given by an employee for helping them to return to work in an empathetically managed staged return to work following a bereavement. Staff had been provided with personal alarms with GPS location monitoring to enable them to swiftly call for help should they need to. One staff member told us, “I’ve worked for quite a few care companies in the past and I’ve never felt valued but it’s brilliant here. I’ve got such a good relationship with the management team, I can go to them with absolutely anything and I always feel like they really support me.”