Bankfield

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. We consistently received positive comments about the kindness of staff including, “The carers are brilliant; they are very good and I cannot say enough about them” and “Carers are very good, kind and considerate; it’s a fantastic home for her.”

During our visit we observed mealtimes were calm and dignified; people had positive things to say, including, “The food is brilliant, if you don't like something they will give you something else.” Another considered the chef deserved ‘11 out of 10’ for the meals on offer. The registered manager conducted regular mealtime audits to ensure people had a good experience. People had choices in where they ate their meals; in a communal dining room, in quieter communal lounge areas or in their bedroom, as per their preferences. We observed people sitting with their friends and receiving support when needed.

People’s dignity was protected by staff; staff consistently provided reassurance and guidance to people. We observed a staff member respond to a person who was unable to fully communicate what they needed; the staff member was patient, listened and supported them as required. Mechanisms were in place to ensure all staff were aware of the importance of maintaining people’s dignity when providing personal care.

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.

Our observations across both days of inspection showed staff were responsive and adapted their approach to ensure people’s individual needs were met. One person we spoke with told us, “My mobility is definitely better. I walk with a walker. If I don't go downstairs, they will come up here and do some chair exercises with me.” People told us they felt safe with staff; we observed they were relaxed and shared jokes with other people and staff.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The activities teamwere recognised for their efforts; there were lots of in-house activities arranged and trips away from the home occasionally. A relative told us, “She is stimulated here and has company. She has come on leaps and bounds and its peace of mind for me.”

People were enabled to do the things they enjoyed doing. Care plans indicated people’s hobbies and preferred social activities they enjoyed. We saw people continued with hobbies they enjoyed such as knitting and arts and crafts as well as participating in new ones. Activity sessions also included music, bingo and quizzes. People’s artwork was on display in their rooms and around the home.

People were enabled to remain as independent as possible. Staff gave examples of how people’s independence was promoted, and we observed people using specialist equipment to support this. There was an enclosed outdoor space available for people to enjoy during warmer weather. Some ground floor bedrooms had direct access to the courtyard if this was wanted.

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.

We observed staff were responsive to people’s needs. People considered staff were very good and they were rarely kept waiting when they needed support. One person said, “The carers are very caring and if I need them and buzz for them, they come quite quickly.”

The registered manager observed and audited staff practice to ensure people’s needs were being met promptly. Action was taken where this was necessary. People were supported by staff to access external health and medical care services as and when 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 by management and outlined the benefits of being an employee. It was obvious the appreciation they felt towards the senior management team. During interviews with staff, they told us senior managers were hands-on and this contributed to team morale. Comments included, “I feel valued”, “Great teamwork” and “No fear – the registered manager listens to what we want to say.”

Staff told us there was genuine concern when they were absent and management were flexible when employees had emergencies, such as child-care issues. Shifts were adjusted where possible to help staff achieve a good work / life balance.