Bridgecare Solutions Ltd 2

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 placed people at the centre of decisions about their care and support. Staff worked in partnership with people to review their needs and preferences and agreed how to respond when circumstances changed.

Staff spoken with demonstrated a strong commitment to delivering person-centred care. People’s care plans contained detailed information about people's individual preferences, routines, goals and support needs. Staff knew people well and could describe how they preferred to receive care and support, including their personal care routines and daily choices.

Staff explained how they involved people in decisions about their care and adapted their approach to reflect individual preferences. One staff member told us, “Person-centred care is providing care according to what a person wants and needs, treating each person as an individual and ensuring they remain at the centre of decisions about their care. For example, everyone has their own routines for washing, different meal preferences and their own way of wanting things done, such as how they like their bed to be made.”

Staff used the information in care plans alongside their knowledge of people to deliver personalised care that reflected what mattered most to them. This helped ensure people remained involved in decisions about their care and received support that was tailored to their individual needs, preferences and aspirations.

The provider understood the diverse health and care needs of people and worked with partner organisations to deliver joined-up, flexible and person-centred care. Staff supported people to make choices about their care and promoted continuity through consistent support and effective communication.

The provider allocated regular staff wherever possible to provide continuity of care and enable staff to develop positive, trusting relationships with people. Staff spoke confidently about the people they supported and demonstrated a good understanding of their individual needs, preferences, routines and desired outcomes.

The provider maintained effective communication with health and social care professionals involved in people's care. Staff shared relevant information appropriately and responded promptly to changes in people's needs or care arrangements. This helped ensure care remained coordinated, responsive and reflective of people's current circumstances.

These arrangements enabled the provider to deliver flexible and consistent care that supported people's wellbeing, promoted choice and maintained continuity of support.

The provider supplied accurate, up-to-date information in formats that reflected people's individual communication needs. Staff used this information to support people to understand information, express their views and remain involved in decisions about their care and support.

People's care plans contained detailed information about their communication needs, preferences and any support required to help them communicate effectively. Staff accessed this information and adapted their approach to meet individual needs, ensuring people could participate as fully as possible in discussions about their care.

The provider recognised the importance of accessible communication and provided information in formats that met people's individual requirements. Staff demonstrated an understanding of how to tailor communication methods to support people's understanding, preferences and cultural needs.

One staff member told us, “I adapt my communication and support to each individual. For example, if someone needs more time to understand information or make a decision, I give them time and explain things clearly. I respect their cultural preferences, dignity and privacy, and always involve them in their care as much as possible.”

These arrangements helped ensure people received information in a way they could understand and supported them to make informed choices about their care and support.

The provider did not always ensure people and their relatives could easily share feedback, raise concerns or make complaints about the care and support provided. They did not always communicate effectively with people about concerns raised or the actions taken in response.

Staff involved people in decisions about their care and support and explained changes made when people's needs changed. The provider had a complaints policy and procedure in place to guide the management of complaints and concerns. Managers responded to complaints in line with the provider's process.

People provided mixed feedback about communication within the service. Most people told us they would feel confident raising concerns and believed the office would listen, take their feedback seriously and take appropriate action to address any issues. However, 2 relatives described delays in communication from the registered manager and said they sometimes had to wait for responses to concerns they had raised.

This feedback demonstrated that, although the provider had systems in place to receive and respond to feedback, they did not always communicate promptly and effectively with everyone who used the service or their representatives. The provider needed to continue strengthing communication arrangements to ensure people and their relatives feel listened to and kept informed about actions taken in response to concerns and feedback.

The provider took steps to ensure people could access the care, support and treatment they needed when they needed it. Managers considered individual circumstances and made reasonable adjustments to help people receive care that met their needs and promoted equality of access.

The registered manager implemented equality, diversity and inclusion policies and ensured staff completed relevant training. This helped staff understand the barriers some people may face when accessing care and enabled them to adapt their approach to meet individual needs.

The registered manager explained how they identified and addressed potential barriers to care, including communication difficulties, mobility needs, language barriers, sensory impairments and cultural requirements. They told us, “I identify any barriers that could prevent someone from accessing or benefiting from their care, such as communication difficulties, mobility problems, language barriers, sensory impairment or cultural needs. I then put reasonable adjustments in place, such as providing information in an accessible format, using appropriate communication methods, or adapting the way care is delivered.”

The registered manager also described how they promoted equality and responded to concerns about discrimination. They told us, “I encourage people and their families to speak up if they feel they have been treated unfairly. Any concerns or allegations of discrimination are taken seriously, investigated and acted upon. I regularly review care plans and risk assessments to make sure people's changing needs are recognised and that nobody is disadvantaged in receiving safe, effective and respectful care.”

These arrangements helped ensure people could access care on an equal basis and receive support that reflected their individual needs, preferences and protected characteristics.

Staff and leaders actively listened to people who may be at greater risk of experiencing inequality, discrimination or poorer outcomes and adapted care and support to meet their individual needs. They considered people's protected characteristics, personal circumstances and preferences when planning and delivering care.

Staff treated people with dignity, respect and fairness and did not discriminate. The provider promoted an inclusive approach to care and sought to ensure people had equal access to support and opportunities to make choices about their lives.

The registered manager described how they promoted equality, inclusion and people's rights. They told us, “I make sure people are not just safe, but are treated as individuals whose rights, choices, dignity and independence are respected. I want every person we support to feel heard, valued and that they matter. I ensure staff receive equality, diversity, inclusion, safeguarding and human rights training, and I monitor their practice through supervision, observations, spot checks and feedback from people using the service.”

The provider supported this approach through staff training, supervision and regular monitoring of practice. These arrangements helped ensure staff recognised and responded to individual needs, promoted equality of opportunity and worked to reduce the risk of people experiencing discrimination or unequal outcomes.

The provider supported people to plan for significant changes in their lives and ensured they had opportunities to discuss and express their wishes for future care, including end-of-life care where appropriate.

At the time of our inspection, no one was receiving end-of-life care. However, the provider had systems in place to support people at the end of their lives should this need arise. Staff had completed end-of-life care training, and the provider maintained policies and procedures to guide staff in delivering compassionate, dignified and person-centred support.

The provider recognised the importance of respecting people's wishes, preferences and choices and told us they would work closely with people, their relatives and relevant healthcare professionals to ensure care reflected their wishes and needs at the end of life.

Staff demonstrated an understanding of their responsibilities in providing compassionate end-of-life care. One staff member told us, “I have received training or guidance on end-of-life care and understand the importance of providing compassionate, dignified and respectful support.”

These arrangements helped ensure staff had the knowledge and guidance needed to support people sensitively and respectfully during significant life changes and at the end of their lives.