Britz Health Care 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 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. Members of staff were kind and caring. They delivered care with compassion and dignity. People and their families were complimentary about the staff who provided care and support. One person told us, “[The members of staff] are conscientious and good fun." A family member told us, "I like the staff and [relative] is really happy with them." Another person told us, "The [care staff] are really nice and very kind. I like them and they do good.”

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 records were personalised and contained information about their likes and dislikes and how they preferred staff to support them. Members of staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Members of staff encouraged people to maintain their independence and make choices about their daily care and support. One person told us, “I have to be independent because I want to live [in my house] and [the care staff] help me do that. I do as much as I can and they help me with the rest, it’s self-supporting and it’s important to me. My mobility is painful. [The care staff] have extra hours for when I want showers." Another person said, “It’s important to me to be independent and the [care staff] help me to do whatever I can myself.”

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. The provider was responsive to people's changing needs. A member of staff told us, "We support people to attend any necessary appointments at their GP surgery, the hospital, mental health clinics and opticians. We support people to access the community such as going for a leisurely walk, weekly shopping and going to places they enjoy, such as cafes and restaurants. Accessing the community has a positive impact on their well-being and reduces the risk of social isolation because some people live alone. A family member told us, "We don’t trust the health centre but the mental health team are there. The care staff help us by communicating with the health centre when needed so we don’t have to do it."

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Members of staff were provided with skills and knowledge from the provider’s induction programme and felt confident to provide safe and effective support to people. The provider offered flexible working options for members of staff. Members of staff confirmed they had access to support from the management team. One member of staff told us, "We have an open-door policy for any issues or concerns where we can speak to [a member of the management team] openly and freely."