BBcare10 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 85 (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 in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Parent/carers were overwhelmingly positive about the service and all described staff as being extremely kind and compassionate. One parent explained, “The staff are really good and very kind.” They expressed a deep gratitude about how the staff team understood both their child’s and family’s needs. They described the team as reliable, deeply trusted, and who consistently listened and adapted their approach according to the needs of the child and parent/carers.
They went on to say, “The service is really good, we are pleased with their care and support. The carers have lived experience and 'really get it'.”

Parent/carers valued the support provided by the service which enabled them to have a break from their role as a family carer. One parent carer said, “The care is brilliant, we really enjoy BBcare 10, everyone is caring and friendly and skilled. They make a huge difference to our quality of life as a family.” They explained the positive impact the service had on their child and family. For example, the respite care provided to families allowed parents to spend time with their other children. One parent/carer said, “BBcare are fantastic. We would not be without them - they are part of the family.”

Staff were introduced to the children and their parent/carers and took the time to understand the child’s needs and the families support requirements. Staff went out of their way to build strong relationships with each child they supported and all members of their family such as siblings. Staff could describe the children’s personal backgrounds, their interests and what mattered most to them.

Staff spoke about the children they supported with genuine empathy and compassion and were sensitive to the children’s complex support needs and personal circumstances.

Parent/carers were allocated a number of funded respite hours to provide them with additional support or respite from their role as a family carer. They explained the service remained flexible to ensure the respite hours allocated were fully used in a way which met the parent/carers needs. One parent said, “We are very happy with the care we receive from BBcare 10 and [name] loves them.”

Staff spoke genuinely and compassionately about the children they supported. They engaged and communicated with the children using unique and personalised gestures and visual aids to help the child understand the support which was being provided and to gain their consent or views about their support requirements. Staff praised the values of the provider. One staff member said, “They [provider] are very passionate. The registered manager has done a great job based on their own experience and her own heart. I hope it continues.”
 

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

Parent/carers reported staff actively listened to their views of their child’s needs and was respectful of their wishes. The service demonstrated a flexible approach to care delivery and meeting the needs of the child and their parent/carers and wider family.

Staff engaged meaningfully with the children in their care and adapted their communication methods to meet each child’s needs and were able to describe using non-verbal communication techniques which had helped to develop a positive relationship with the child they supported. One parent/carers said about their child, “[Name] expresses happiness when particular carers are caring for them.”

Each child’s care records were comprehensive, person-centred and highly detailed, reflecting the child’s health and support needs but also their personalities, preferences, routines, interests and methods of communication. Staff were supported to understand the children’s non-verbal communication and respond sensitively to signs of pain, distress or discomfort. For example, careful consideration was given to the child's methods of communication. Staff knew when the child became rigid and cried, they could be in pain and supported the child with position change and pain medication.
 

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 and staff championed each child's independence at every level. Staff used a consistent communication approach with children, including objects of reference, which improved their confidence, understanding and the development of verbal communication for some children. Staff actively encouraged every child’s independence, celebrating even the smallest milestones. Staff said where appropriate, they encouraged the children to develop independent skills and offered consistent reassurance and guidance to promote a sense of achievement. Outstanding practice records demonstrated the impact of high-quality care for children. For example, one child was able to spend increasing periods of time in their standing frame which allowed them to participate in baking activities in their home.

Staff supported and promoted children to have healthy routines such as consistent bedtime routines. Care plans promoted their dignity, respect and involvement, including guidance on seeking parental consent where children were unable to consent themselves. This helped to ensure each child experienced care which was compassionate and tailored to what mattered to them most.
 

The provider was exceptional in how they 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 service was excellent at being responsive and flexible according to the needs of the child and their parent/carers. The management team adapted the frequency of the staffing arrangements, changing the frequency of visits, and responding to any last-minute changes in the child’s or parent/carer’s support requirements such as outside of term times or other family commitments to meet the parent/carers needs. Parent/carers confirmed the service remained consistently flexible and were prepared to make up the support hours if the care call was cancelled by the parent/carer in an emergency. This enabled children to remain safely in their family homes. Another parent/carer reported the provider was excellent and could not stress enough how the service had transformed their lives. They described their family circumstances and said, “BBcare 10 Ltd had enabled the family to do ‘normal family things’.” They said, “This has meant the world to the family. I cannot fault the provider in any way.”

Care plans were highly personalised and clearly outlined each child’s level of independence and required support. This enabled each child to develop their skills and confidence no matter how small.

Parent/carers reported they were supported by a consistent staff team who knew their child’s needs well and respected their decisions of the care to be provided to the child. They were informed of any changes in the staff team and were confident in all the staff who supported them. One parent/carer said, “They [staff] are a trusted adult in the house. They fit in with the family and are kind and compassionate. They are a safe extra pair of hands. We could not manage without them.”

Another parent/carer said, “They [staff] are brilliant in every way - go above and beyond.” They explained staff worked hard engaging with their child when they refused to be supported with personal care.

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.

The provider valued their workforce. Staff spoke extremely positively about the provider and the exceptional support they received from the service's management team. One staff member said, “They [managers] always check in with us to see if we are OK.”

It was clear the staff team reflected the providers values of compassion, professionalism and empathy. Every staff member highlighted the managers were approachable and deeply responsive to both professional and personal matters. This outstanding leadership cultivated a compassionate and supportive culture which directly empowered staff to deliver high-quality care which had truly transformed the lives of parent/carers.

Staff reported they valued the management approach from the recruitment process, and on-going training and support. Health assessments carried out during recruitment helped to identify any reasonable adjustments or flexible working arrangements needed to enable staff to carry out their roles safely. The provider had introduced a mental health wellbeing awareness action plan as well as access to wellbeing courses and employee assistance programme.

The managers produced regular newsletters which reminded staff of their roles, administration requirements and celebrated and acknowledged the work being completed across the team. Staff were asked to nominate their colleagues who had gone above and beyond.