Harborough Home Care Limited T/A Bridgewater Home Care - Harborough Also known as Bridgewater Home Care - Harborough

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 outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People’s relatives were unequivocally positive in their feedback when speaking of staff’s approach and of their understanding of their family members needs and preferences. A relative told us, “The carers are kind and interested in him, they talk about history and dogs with him.” Another relative said, “The staff are very trustworthy, and my family member has gotten close to them as they make her feel special. They bought chocolates for her birthday and cup cakes too. Staff are kind, caring and treat her with respect.”

People’s relatives highly praised the staff for their knowledge of their family members needs and the provision of tailored and individualised care. A relative told us, “The staff know that she has had a [medical event] and talk about her past.” Whilst another relative said, “I would describe the carers as 10 out of 10. Staff never rush her; they try to communicate with her which is difficult as she is non-verbal. For example, if they want to change her shoes they will touch her toe, she understands what it is they are communicating.”

People’s relatives spoke of how in their view the managing director went above and beyond in extending their kindness and compassion. A relative told us, “The managing director rang me when my relative was poorly and offered to take me to the hospital. They popped in with chocolates last Friday. And when a hospital bed was needed at home, they moved the furniture into our garage.” They went on to say, “The staff honestly can’t be more caring or do any more for you.”

Staff did not wear uniforms, which was welcomed by people’s relatives as it meant when they supported their family to access their local community it did not identify them as requiring support, but seen as going out with a relative or friend. A relative told us, “No uniform which is a good thing, so it looks like friends are taking her out.”

Staff had developed positive relationships with people and were able to demonstrate their compassion and commitment to providing good quality care and positive outcomes for people. Staff spoke knowledgeably and with openness as to people’s needs and spoke respectfully of the people they supported.

The registered manager kept oversight of the quality of staff interactions with people through observations, and feedback from clients and their family members. As part of staff induction, the role of the carer was discussed in line with the provider’s core values of care, compassion, competence, communication, courage and commitment. Staff told us, “I feel the agency has clear aims and objectives, and their ethos of a minimum of a one-hour visit, supports the building of relationships.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s relatives spoke of the tailored support their family member received which reflected their abilities, aspirations, choices and preferences in maintaining their independence and involvement in their local community. A relative told us, “My family member’s quality of life has improved so much, they do her medicine, get her ready and take her so as she can volunteer in the local community and take her so she can attend a dementia group.”

People’s relatives spoke of how staff supported their family member to maintain and continue to pursue their interests and hobbies. A relative told us, “Staff provide companionship, and also help her knit and crochet.” People’s care records detailed information as to people’s life histories, including family and work life.

Staff provided a holistic approach to care, supporting people with companionship, social interaction alongside personal care and support. Staff spoke of their supporting people to access the community activities such as day centres, parks, garden centres and eating out. A member of staff shared how due to a person’s difficulties with communication in identifying the right words, they supported them with a pre-written message, which the person used at a local café to support them when ordering.

People’s relatives told us their religious needs were considered, and support was offered in taking family members to Church or other religious events. A relative told us how they’d offer to support to them. They said, “I’m a strong Christian and Church goer, and they have even offered to drive me there and back, but I’m okay for now.”

The registered manager shared how they held client specific team meetings, which brought together the staff involved in a person’s care to review how the package of care was working, identifying any changes with a focus on enabling the person to live a full life in line with their wishes and expectations.

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

People’s relatives shared how the support and care provided by staff of Bridgewater Home Care had positively impacted on their family members well-being and independence. A relative told us, “My family member was really struggling, and so was I. They have made a big difference. They encourage him to feed himself, I know it takes lots longer, but it helps his independence and they are very patient with him. They also take him for walks around his large garden.” Whilst another relative shared how their family member had benefited from the support of staff following a period in hospital. They told us, “When she was in hospital she couldn’t even get out of bed. Now though, due to staff she can walk with her frame, they walk with her for safety in case she falls, this is just fabulous. They have given her back her life, purpose, structure and relief for me too.”

Staff encouraged people’s independence by supporting them to undertake day to day activities at home and within their local community. A relative told us, “They take her shopping and also take her for a coffee, and sometimes she makes her own coffee and a sandwich with the staff.” Staff told us care plans and risk assessments highlighted potential risks, however positive risk taking was included and encouraged to enable personal growth and retention of skills.

People were fully involved and in control of their care and support. The initial assessment of a person’s needs considered all aspects of their life, including physical and emotional health and wellbeing, the importance of relationships, hobbies and interests, and identified what support and care was required to enable them to continue to live a full and rewarding life. Care plans were developed from the initial assessment, identifying people’s goals, abilities and expectations of care. People’s care was regularly discussed with them, and their care plan signed by them or their representative.

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.

People’s relatives spoke of the exceptional response of staff. A relative told us, “I rang the office one evening, my family members catheter had come out and I panicked. It was late, during the night, and the managing director got someone here within 15 minutes, we were both so, so relieved, they are marvellous.”

Staff were responsive to people’s changing needs. A relative spoke of the support provided when their family member became unwell. A relative told us, “The care staff stayed with her for a few hours when she was feeling poorly, having Bridgewater Home Care on the end of the phone is a godsend.”

Systems and processes enabled the registered manager to keep oversight of the service being provided, and to respond in a timely manner where alerts were generated by the electronic recording system. For example, an alert would be generated in the event a member of staff did not log in to confirm their arrival at a person’s home within 15 minutes of the scheduled time of the visit, or when a task to be completed as part of a person’s care and support was not recorded as being completed. This included the administration or prompting of a person’s medication. Upon leaving a person’s home, staff updated the electronic system of their departure. The system prevented staff from fully logging out, if tasks and daily notes had not been completed.

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

Staff shared how information recorded within people’s care plans and records assisted them in the delivery of safe, effective and person-centred care. A staff member told us, “The care plans tell you everything from a person’s nutritional and hydration needs, medicine support, mobility and personal care to pet support.”

Staff were provided with regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. A member of staff told us, “The management team never dismiss our concerns or ideas, they may not agree but they are always respectful of everyone. If they are not going to put something in place, they will say why and what will be done instead.”

Staff said they received formal supervision every 3 – 4 months, and sooner for those who were recently recruited. Staff said supervisions were supportive and that they were able to raise concerns, ask questions and request support. All staff felt the management team was flexible and supportive including support with personal issues, which may affect their work.

Realistic staff rota schedules were developed to ensure sufficient travel time for staff between care visits, with staff breaks, to ensure staff compliance with Working Time Regulations. Staff told us the managing director managed the staff rota well. Staff appreciated that realistic travel time was both rostered and paid for.

All staff were provided with a Bridgewater Home Care well-being handbook and employee handbook. Staff supervisions focused on their role and how they were managing their day-to-day work, and identified if any additional support, including training was required. Supervisions provided an opportunity for staff to discuss any physical or mental health concerns they had. The registered manager shared ideas for the future, which was for a senior carer to undertake a mental health first aider course, to support staff further.