New Bradley Hall

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.

People and relatives were complimentary about the staff who supported them. One person said, “The staff are fantastic and nothing is too much trouble for them.” A relative said, “Nothing is too much trouble for the staff here, it’s a lovely place.”

We observed positive interactions between staff and people. Staff were observed maintaining people’s privacy by knocking on their doors before entering. Staff treated people with compassion and kindness when providing support. Staff placed a sign on people’s bedroom doors when providing personal care to make sure other people were aware and to avoid disruptions. People’s bedroom doors were routinely closed during the day, and through the night to promote people’s privacy.

Staff always demonstrated kindness and respect towards relatives and visitors, ensuring a welcoming and supportive environment. A relative said, “Staff are like family to me, it’s lovely to have the girls here to chat to.”

We observed staff were respectful and kind to each other in their interactions fostering teamwork and a positive working environment.

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.

People told us they were treated as individuals and staff took account of their needs and preferences. A person told us, “Staff here are kind and know how I like things done.” A relative said, “Staff know [person] inside out; they are amazing and communicate effectively with them.”

Staff we spoke with could tell us about those they supported and what was important to them. Staff knew about people’s background, likes, hopes and needs. This included people's individual preferences, any health issues and how they promoted independence. Staff were skilled at recognising when people were distressed, and staff provided sensitive and respectful support to help manage this. The approach staff took helped create a calm and relaxed environment which helped to reduce the anxieties people experienced.

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

People told us their independence and choice were promoted by staff who supported them. A person said, “The staff are very good they help me, but they also encourage me to do things for myself.” Another person told us, “I have made some nice friends, and my relative can visit whenever they like, it’s a nice place to live.”

We observed staff offer prompts and positive encouragement to people to enable them to do as much as they can for themselves, encouraging independence. The registered manager told us people were supported to access the garden independently and some people helped attend to the allotment.

People were supported to access meaningful opportunities by activities staff. We observed staff were busy getting things ready for the planned fete. The staff told us about the varied range of activities they supported people to participate in both individual and group activities. A daily timetable was in place which consisted of activities such as movement to music, singing, art and music therapy and memory quizzes.

People were also supported to go out on trips to local places of interest or for pub lunches. External entertainment was also planned for people, for example animal therapy and music bands. People had access to a cinema room for film nights, and to facilitate church services.

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.

We observed staff responding to people in a timely and caring manner. When a person became upset a staff member went straight to them and gently touched their hand and provided reassurance. The staff member remained with them until the person was settled. A person told us, “If I feel unwell, they check on me and call the doctor.” A relative said, “Staff have been amazing, so kind, caring, and communication has been fantastic, they have kept us updated every day during [person] illness.”

We observed staff responded quickly to people when emergency buzzers were used. This included management who attended to make sure a person was okay or to support any required actions.

Interactions observed showed staff and people at the home knew each other well, this supported staff to respond to people quickly and efficiently, particularly in instances where people had limited or alternative methods of communication.

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.

All the staff we spoke with consistently told us how they enjoyed working at the home. Staff told us they felt supported in their roles and were complimentary about how the management team and provider treated them. One staff member told us, “I love working here, I love the people and the staff, and the provider is very good.” Another staff member told us, “We all work together as a team, we all support one another to give good care.”

The provider and management team understood the importance of promoting staff wellbeing to support staff in delivering person centred care. The provider had several initiatives in place, such as celebrating staff special birthdays, giving gift vouchers and £50 for staffs’ hard work and attendance. Staff had access to a confidential helpline, and a medical support helpline if staff were unable to get a GP appointment but needed medical advice. Staff could access health and wellbeing annual checks and could benefit from complimentary treatments such as a massage. The registered manager sent text messages or did ‘shouts outs’ for staff who had gone above and beyond their role to thank them for their time, commitment and dedication.

During the recruitment and induction process staff members needs were assessed and any reasonable adjustments identified, and actions plans implemented. This included any additional support needed to access training. Staff could access wellness meetings and have supportive plans in place where needed.