BBcare10 Ltd

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 82 (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 was exceptional at making sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The provider demonstrated a commitment to going above and beyond to enhance the life of the parent/carers who supported and lived with a child who had complex needs. As a result, parent/carers experienced positive outcomes and were extremely satisfied with the high standard of care provided to their child. For example, parent/carers had time to focus on their well-being and the wellbeing and support needs of their other children and wider families.

Prior to the start of the care package, each child and their parent/carer were given a one-page profile of the staff members who would be supporting them including a summary of their professional experiences and personal interests and hobbies.

Staff demonstrated an exceptional understanding of the children’s needs, personal preferences and the complexities of their care and support needs and associated risks. Staff connected deeply with the children in their care, tailoring their communication to meet each child's unique needs. They used verbal and non-verbal techniques to successfully build strong and positive relationships with the children they supported. For example, a child’s care plan noted they liked music and to look at their sensory lights when they woke up in the morning. This supported the child’s regulation and had a positive impact on the rest of their day.
Staff said they offered choices and looked out for non-verbal communication such as facial expressions which may indicate pain or discomfort. They provided children with the support and time they required to communicate and process information.

Parent/carers provided staff with an update of their child’s physical, emotional well-being and medicine needs at the start of each support session. Where required, they provided an itinerary of activities which their child would benefit from. They reported staff consistently involved the child in decisions about their care and provided care in their best interests such as personalised hygiene regimes. Parent/carers valued the provider’s flexibility and willingness to adapt support arrangements. All parent/carers told us staff knew their child well. One said, “They [staff] are good at gauging what [name] likes and dislikes.” They explained staff were aware of their child’s character and personality.

Care plans were developed with input from families and professionals and adapted when needs changed. Staff effectively supported children to access activities, therapies and daily routines. Staff encouraged children to lead a life of their choice and explore and undertake activities in the community such as attending activities, farms, visiting fast food outlets and car trips into the country. Parent/carers reported some staff skilfully supported their child with exercise regimes. Staff had been trained by the child’s physiotherapist to understand exercise techniques and benefits of the programme. Regular implementation of a physiotherapy programme by staff helped the child to maintain their muscle strengthen and range of movement. This had a positive impact on all aspects of their life.

The provider was planning on developing parent/carers newsletters to help share local information and events.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider worked in partnership with parent/carers and were aware of the importance of providing consistent and seamless care to reduce the risks to the children they supported. Staff provided compassionate, practical and emotional support to parent/carers and actively promoted consistent care to each ensuring they kept to each child’s preferred routines and medical regimes.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider understood and responded to the individual communication needs of children and had embedded the Accessible Information Standard (AIS) into everyday practice. This supported children to receive information in accessible formats and help them to communicate effectively.Communication with each child was highly personalised. Staff actively connected with each child by tailoring their communication styles to the child’s individual needs and effectively used verbal and non-verbal techniques to foster and develop positive relationships. This resulted in improved experiences, stronger relationships and enhanced outcomes for children who were supported by the service.

Most children had completed communication passports and documents which assisted staff and other professionals to understand each child’s unique communication needs and preferences. Staff used pictorial objects of reference or sign language and gestures to communicate with the children.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The registered manager and assistant manager were highly present and visible within the service. Generally, parent/carers reported good communication from the service; reporting the office staff were good at responding to emails. Staff, external stakeholders and parent/carers were encouraged to provide feedback about the service, raise concerns or make complaints. Parent/carers felt any concerns were listened to and acted on, and the provider was responsive to any concerns raised to help improve the quality of care being provided. The registered manager explained how they adapted their communication approach according to the preferred communications needs of the parent/carers.The provider introduced a monthly family newsletter, informed by feedback, to improve engagement and help families feel more informed and connected to the service.

All complaints were managed in line with the provider’s complaints policy and logged on a central system.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider demonstrated awareness of the challenges faced by parent/carers when supporting children with complex needs in a family environment.

Each child was treated as an individual. Changes in their health and care needs were regularly reviewed and discussed with key health and social care professionals. The provider supported parent/carers to assist their children to attend routine appointments and access specialist health and social care services as needed and in a timely manner. The provider was responsive in ensuring staff had the skills to respond to the children’s changing needs and to help overcome barriers in accessing services such as physiotherapy.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The provider demonstrated a strong commitment to ensure each child and family they supported had access to services which resulted in positive outcomes for the child being supported, their parent/carer and wider family. They worked as part of a support network around the child to ensure care and support was personalised and delivered in a timely way regardless of their needs or family circumstances.

The provider promoted inclusion through supporting children to access community activities and making reasonable adjustments to encourage children to participate in everyday life. Parent/carers felt understood and supported their sense of belonging. The registered manager provided several examples of when they had supported children and their parent/carers with cultural and religious needs and overcoming fears and barriers such as attending church.

Children experienced consistently positive outcomes because the provider ensured equitable access to skilled staff, timely escalation of concerns, and safe continuity of care. The service embedded equity throughout its practice by ensuring people received the right care, at the right time, and in a way which reflected their level of complexity, and changing needs.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

There was a genuine culture of kindness, and robust processes were in place to support children and their parent/carers as they approached the end of the child's life. This ensured compassionate, sensitive, and well-coordinated care during a highly emotional and challenging time. The registered manager explained how they ensured each child had the right to live a good quality of life, no matter the complexities of their needs and the potential length of their life. They said, “We will do our best to support every child and their families.” The registered manager brought valuable lived experience, which enabled them to provide compassionate, informed support to families and staff during these difficult circumstances.

The service ensured staff received regular debriefs both during a child's end-of-life journey and following their death, with additional emotional support and staffing cover arranged where needed. Managers and staff maintained ongoing contact with parent/carers and wider family, offering emotional support throughout the bereavement period.

The provider was planning bereavement and sibling workshops to help families process their loss, access support networks, and navigate the challenges associated with grief. These measures promoted compassionate, person-centred care and ensured families and staff felt supported during highly emotional and challenging times.