Bridgewood Mews

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

People appeared comfortable with staff, interactions were positive. For example, we observed people positively communicating with staff while receiving emotional support. This was supported by feedback we received from people, which included, “I have a very good relationship with staff… they make me smile.”

Relatives also told us people were treated with kindness and compassion, with 1 relative saying, “The staff are all lovely with [my relation]. [My relation] has a laugh with them all. They didn’t used to have a laugh with staff in other places. It’s the first time I have seen this.” Another relative told us, “They are just very warm and friendly and loving towards [my relation]. They show [my relation] a lot of care and warmth and love.”

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.

In addition to care plans and risk assessments being person-centred, information about people’s backgrounds and life experiences was also detailed within care records, enabling staff to be aware of people as unique individuals.

Staff demonstrated an awareness of how to tailor care to people’s individual needs. For example, using personalised communication approaches, such as picture cards, with people.

Relatives described personalised care their relations received, with 1 relative saying, “I’ve seen they don’t just do the same thing for everyone; they do whatever [my relation] requires.” Another relative told us, “[My relation] is not just a number. They take a very personal interest in them.”

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 make day‑to‑day choices about when to get up, what to eat and how they wished to spend their time, with one relative saying, “They respect [my relations] wishes. When they say I don’t want you to come in, they don’t.”

Although meal choices were not provided to all people in formats they could best understand and respond to, leaders told us individual meal choices were supported around people’s preferences., We observed people being offered alternative meal choices which were respected and acted upon.

Activities and activity plans were also provided based on people’s interests. One person told us, “They take me shopping. I love shopping.” Service user meeting records demonstrated how people’s views regarding their activities were encouraged.

Where people were unable to make decisions for themselves, staff got to know people well and were able to present informed choices to support people in making those decisions.

People were able to receive visitors freely and were supported to keep in touch with family, with 1 relative saying, “[My relation] gets absolutely brilliant care here. I am also made welcome too. It is one big family here.” Another relative told us, how staff have used electronic devices to enable them to have video conversations with their relation when they have been unable to visit them in person.

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.

Staff appeared visible and accessible throughout the service and people’s needs were responded to promptly by staff. People whose skin needs meant they were vulnerable to skin integrity issues, had pressure equipment and we observed people being repositioned when needed.

Relatives described staff as responsive, saying they deal with things straightaway. Relatives also told us they were informed when people’s needs changed.

Staff rotas reflected what leaders told us about staffing levels and a dependency assessment demonstrated an awareness of the level of support people required.

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

Staff told us they felt valued, listened to and well-supported by the managers, saying, “The new manager is really good. We get leave from work when we need it.” Another staff member told us, “I feel well-supported here. The manager is very good.”

The registered manager described how they demonstrated appreciation, understanding and flexibility to staff to show them their work is valued and to help support them having a positive work-life balance.