Birchwood & Co Case Management 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 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff demonstrated a caring and compassionate approach towards the people they supported and the care they provided. One staff member told us, “I speak calmly and respectfully, carry out intimate care in private and encourage the client to do as much as they can for themselves.”

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’s care plans were up to date, individualised, and provided a clear and detailed picture of each person as an individual. They included information about people’s likes, dislikes, routines, and personal preferences, as well as clear guidance for staff on how care and support should be delivered in a way that respected people’s needs, wishes, and choices.

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 actively encouraged and supported to maintain their independence and to make choices about their day-to-day care and support. Staff worked with people to promote choice, autonomy, and involvement in decisions that mattered to them. One staff member told us, “I always tell them before doing anything and it will be clearly seen in their facial expression, whether they like it or not. We give them an option to choose, and we never do anything against their will. We encourage them to do some basic activities like handwashing, taking shoes and coats off, eating etc.” Care reviews were undertaken on a regular basis, enabling people to reflect on their experiences, progress, and changing needs, and to agree new or revised goals where appropriate. This approach helped to ensure care remained consistent, person centred, and responsive, while promoting people’s dignity, independence, and wellbeing.

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. When staff identified changes in a person’s needs, care records confirmed health support was sought promptly and followed up. Relatives confirmed if they needed anything or had to raise an issue, they would be listened to and responded to promptly. One relative told us, “I can talk to [Name of staff] about anything. They understand me and we come up with solutions together.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Policies and systems were in place to support with workforce wellbeing and enablement. Reasonable adjustments were available where required. Overall, staff spoke positively about working at Birchwood and Co Case Management Ltd and reported feeling supported in their roles. Some staff suggested that increased opportunities for face-to-face meetings and team-building activities would help to strengthen working relationships and further improve communication and teamwork.