Birch Social Limited

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.

People told us their privacy and dignity were respected. Staff told us they had received training that focused on treating people and each another with dignity and respect. Comments from staff included, “I respect people by treating them kindly and giving them privacy. People's dignity and privacy are respected by treating them with respect, listening to their choices and maintaining confidentiality at all times.” Relative describes staff as being 'kind, very caring and respectful'.

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.

The providers care planning system was focused on keeping people as independent as possible to live well in their own homes. Care records contained detailed and personalised information about each person’s preferences and routines. Feedback from staff confirmed an individualised approach was fully embedded in the service’s culture and everyday practice.

The provider had an equality and diversity policy in place. The policy detailed the providers commitment to uphold legislation and best practice to ensure people and staff were treated fairly.Staff described, “Knowing the person well helps ensure I treat them fairly as they wish. I have received training in equality and diversity which is monitored by feedback and spot checks.”

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

Care plans detailed how people and staff could promote independence, choice and control. For example, encouraging people to do as much for themselves as possible and by offering choices. Staff described how they encouraged people to remain as independent as possible and be involved in their care.

The service listened to and understood people’s needs, views and wishes. Staff respond to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives told us communication with the service was effective, and they felt informed and actively involved in decisions about care. Records showed that staff supported people’s needs and responded appropriately. They liaised with external professionals when necessary, ensuring timely interventions and person-centred responses.

People were supported by staff and a provider who were proactive and responsive to their changing needs. Relatives told us staff know people very well and communicate well, especially in connection with their relative’s health needs.

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

The provider supported staff well-being. Feedback we received from staff showed they were passionate about their roles.Staff told us they worked well together and felt valued and supported by the registered manager and provider who they described as being ‘approachable’.

Regular staff meetings and opportunities for team working had helped to foster a positive and inclusive working culture. This included regular, informal staff check-ins.

Clear processes were in place to support staff with their mental and emotional health, and staff told us they felt listened to.