Bluebell Manor

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 previous inspection, 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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and most relatives spoke positively about the caring nature of staff. Comment included, “They're so kind and caring and wonderful” and “The staff are great. I would rate the care here as good.” We observed warm interactions between staff and people. Staff and people were singing and dancing together and people appeared comfortable in the presence of staff.

Visitors to the home also described a caring culture which extended beyond people’s physical care needs. A chaplain from the local church told us, “In my experience, Bluebell Manor provides much more than physical care. It provides a loving and caring space where residents are treated as individuals, where their beliefs and wishes are respected, and where their emotional, social and spiritual wellbeing are valued alongside their practical care needs.”

However, a small amount of feedback suggested greater attention could be given to meaningful engagement with people, and that some staff could demonstrate greater warmth in their interactions.

Staff promoted people’s privacy and dignity. A person told us, “I'm given privacy in my room I can do what I want I don't have to join in with everyone here.” Feedback about privacy and dignity was mostly positive, however, a small amount of feedback raised concerns about aspects of personal care and the support people received to maintain their appearance.

People were treated as individuals and supported to maintain interests that were important to them. For example, people were supported to exercise, spend time gardening, enjoy birdwatching, have beauty treatments and continue hobbies linked to their previous careers and life experiences, including hairdressing. Staff also recognised and celebrated occasions that were important to people, including birthdays, anniversaries and other special events.

People were also supported to maintain their faith and spiritual wellbeing. A chaplain from a local church told us, "What I particularly value is that residents are given the opportunity to continue practising their faith and to take part in worship in a way that is meaningful to them. It is lovely to see residents being supported and encouraged to participate, whatever their level of ability."

We received a small amount of feedback that some staff were less familiar with the local culture, which they felt could occasionally affect the development of rapport and shared understanding with people.

Staff 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 maintain their independence through the use of appropriate equipment, technology and personalised approaches to care. A person used technology to order their own shopping and told us, "I like to order food from Morrisons online." Another person said, "I like to go to the garden centre. I buy plants for my mini garden in my room."

People were encouraged to take part in a range of activities within the home, including home baking, arts and crafts and performances from entertainers who visited the home. People were also supported to pursue individual interests and activities that were important to them. A relative told us, "She used to be a hairdresser, she is starting to blow dry members of staff's and residents' hair. She likes doing that." Another person, who enjoyed organising paperwork, was supported to spend time in the registered manager’s office sorting paperwork.

People accessed the local community to go shopping and have beauty treatments. However, a small amount of feedback suggested some people would welcome more opportunities to go out, and personalised activities based on their interests and preferences.

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Staff listened to and understood people's needs, views and wishes. They responded to people's needs in the moment and acted to minimise any discomfort, concern or distress.

Health and social care professionals told us staff acted promptly when they had concerns about people’s health or wellbeing and contacted them for advice and support.

Relatives gave examples of staff promptly involving the GP when people became unwell and supporting access to other health and social care professionals when people’s needs changed.

However, a small amount of feedback suggested greater attention could be given to people’s emotional needs and meaningful interaction.

The provider demonstrated a commitment to staff wellbeing and enablement.

Staff told us they felt supported by managers and were encouraged to develop their skills and knowledge through training and development opportunities. A staff member stated, “Management are exceptionally supportive, approachable, and consistently available to offer guidance.”

The provider made reasonable adjustments to support staff's individual needs, including their religious beliefs and practices. Staff also had access to a range of wellbeing resources, including an employee assistance programme, mental health support and confidential counselling services.