Bellamy House (Empowering U Care)

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 80 (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.

Relatives told us staff were kind, caring and treated people with respect. One relative said, “They’re very caring and kind.” Staff explained they supported people in a way that maintained dignity and privacy, particularly when providing personal care. Staff sought consent before offering assistance and encouraged people to be involved in tasks wherever possible.

Staff were respectful when speaking about people and their care needs.

The registered manager told us, “We send out questionnaires to families so they can give feedback on the support their loved ones are getting. We also get feedback from professionals about how staff have been working with the service users.”

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.

Relatives told us staff treated people as individuals and understood their needs and preferences well. One relative told us, “We couldn’t wish for anybody better. Those two (staff members name) …they’re more like friends than carers. He’s happy with them. We’ve never had carers like that before. They take him on holiday together, by air, to places like Turkey. I’ve prayed for this to happen.”

Staff told us some people had booklets in their homes created by staff, which included information about their likes, dislikes and known triggers. We also saw the provider kept photos showing people enjoying activities that reflected their interests.

Staff respected how people wished to be addressed, including the use of preferred names and pronouns, and made sure this was communicated to new staff and professionals so support remained appropriate and respectful.

Support was adapted to each person’s routines, communication style and level of independence. Staff encouraged people to make choices about their daily activities and took time to listen to their preferences.

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

Staff supported people to make their own choices and encouraged independence wherever possible. A relative told us “They assist with all personal care. They encourage him to do as much himself. He’s OK with that. I’ve never seen any problems and have no concerns.”

Staff told us they always asked people what they wanted before providing support, and if a choice was safe and reasonable, they followed it. When something was not possible, staff worked with the person to find an alternative that still respected their wishes.

People were supported to stay connected with others. Staff helped people maintain family relationships by arranging and attending visits and supported them to build new social connections through activities such as friendship groups and community events.

Daily routines were shaped around people’s preferences, and staff adapted their approach to suit each person’s communication style and level of independence.

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 observed changes in behaviour, body language and facial expressions to understand what people were trying to communicate, especially when individuals were unable to express themselves verbally.

Staff described how they offered clear options to help people communicate what they needed, such as whether they wanted to move, rest, stretch or continue an activity. By watching how the person responded, staff were able to identify what the person wanted and provide support promptly.

Staff used calm and gentle approaches to help people settle if they became unsettled or began to show signs of discomfort. They paid close attention to early signs someone needed reassurance or a change in activity and adapted their support accordingly.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Staff told us they felt well supported by the management team and described the service as a positive place to work. They said they received regular supervision, praise and feedback, and could approach management at any time if they had concerns or needed additional support. Regular supervisions took place and staff had the opportunity to discuss their wellbeing and whether they felt supported. One staff member said “I genuinely think this is one of the best companies I’ve worked for. Staff confirmed they were supported with flexible working hours and given regular breaks to support their wellbeing.

The registered manager told us staff had access to a health and wellbeing app for additional support, and we saw the service operated a staff recognition scheme to promote motivation. Staff could earn points for completing rotas, picking up shifts, receiving positive feedback or being recommended for going above and beyond. Points were tallied each month, with a small prize awarded to the highest scorer and team recognition shared with the whole service. At the end of the year, the staff member with the highest overall score received a larger prize. Staff told us this helped them feel valued and acknowledged for their efforts, contributing to a positive workplace culture.