Beehive Care & Training Group Ltd

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 82 (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 was exceptional at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

During the assessment we were given numerous examples of positive outcomes achieved due to people receiving person centred care. This included a reduction in support for 1 person and for another person they were gaining independence to reach their goal of living independently.

The manager explained the assessment process, which they said is completed in a “Person centred way to ensure they [people] are in control.” During this process the manager told us they ensured people were aware of their rights, how they could direct their care and the support available to them. The manager explained this could ease anxiety during a big change within a person’s life.

Following the assessment process, care plans are developed. These were personalised and detailed what was important to people, how they wished to live their lives, and how staff should support them to maintain independence and dignity. One relative told us, “They wrote a very detailed care plan which documented her likes and dislikes, what is important to her and how she likes her care. They follow it very well.”

The provider told us, “We have built meaningful relationships with our customers, enabling us to deliver care that is tailored, consistent, and genuinely person-centred.” This was confirmed by people and relatives. One person told us, “They know me well and all my little routines. They always involve me with everything. They are so kind. They are like family to me.” One relative told us, “[Relative] gets regular carers and is happy with them all, they are all lovely and all very kind. [Relative] has a great relationship with them all.” One relative also said carers “Sit and listen to [relatives] needs, that is the most important thing.”

Staff demonstrated an understanding of person-centred care. They told us person centred care was, “Listening to their needs and wishes. Making sure they’re involved in decision making, treating them as individuals” and “Supporting the person whilst respecting their background, personal experience and wishes.

The service had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People generally received care from a small, familiar team of staff, which helped to reduce anxiety, supported continuity and promoted stable and trusted relationships. Several people and relatives told us they valued seeing the same staff throughout the day, which helped ensure support was delivered in a familiar and reassuring way.

The service showed an exceptional understanding of people’s complex and fluctuating needs. Staff demonstrated how they balanced risk management with promoting independence and autonomy, which helped people remain living in the community and reduced the need for crisis interventions or hospital admissions. For example, staff told us they were encouraging 1 person with a health condition to live a healthier lifestyle but also understood it was up to the person if they chose not to follow this advice. For another person, who was refusing an occupational therapist assessment, this was accepted after the manager clearly explained the benefits of this to support them in maintaining their independence.

The service worked exceptionally well with external professionals, including district nurses, social workers, and occupational therapists, to ensure care was coordinated and risks were managed. Comments from professionals confirmed this. When asked if the service actively engaged in joined up working with them, 1 professional told us, “Very much so especially when risks escalating or health concerns developing with medically unwell people. Beehive is very accommodating at meeting us on joint visits outside of their usual care visit times when necessary.” Another professional told us, “I can testify to Beehives flexibility, in particular to 1 complex client, with them going above and beyond to adapt to the constantly changing circumstances which did not phase them."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Care plans had a section on ‘How I communicate’ and provided details regarding the support people required with this. One professional told us, “I have recently observed a senior provide a person with dementia with a clear, simple explanation so [person] would understand why [persons] bed needs changing for a hospital bed to enable bed transfer safety.”

People and relatives told us they received welcome packs and written information about the service, and care plans and records were accessible through digital systems where consent had been given. Where people struggled with digital systems, the provider adapted how information was shared, including using written letters and follow-up telephone calls to ensure understanding.

The provider enabled people to share feedback and ideas, or raise complaints about their care, treatment and support.

Staff always involved people in decisions about their care and told them what had changed as a result. People were encouraged to express their views and contribute to reviews of their care plans. Comments from people included, “They sat with me recently to go through a new care plan so we could update any changes to it. I had to sign it, so I was definitely involved. I would recommend them to anybody” and “They ask us for feedback but it’s all positive from my view. I’d complain if I needed to, but I don’t need to.” Relatives told us, "We are so grateful to them. We live very rural so it’s great they come. They have been faultless. They have included [relative] in everything, so [relative] was fully involved in their initial assessment. [Relatives] care has been faultless. They have never missed a call" and "They acknowledge [relative] and include [relative] in everything, even though [relative] can’t join in. I feel like its [relatives] friends coming round now.”

People and relatives described feeling listened to and reassured, particularly during times of change or increased need. People and relatives told us they knew how to raise concerns, and these were taken seriously and acted on. People told us, “I’ve not had to complain but I have a leaflet to tell me how to” and “I’m happy with everything. I’ve not had a reason to complain. I have before so if I needed to I would.” One relative explained when concerns were raised, staff “Actioned it straight away” and kept them informed throughout. Another relative told us, “If we raise things with them, they have actioned it.”

One professional told us, “I have observed very good and consistent communication between managers and carers with relatives especially when changes occurring to routine or care plan. I have also observed very proactive communication between [staff] and people/relatives when decision making or implementing change."

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The service supported people living in rural areas where access to care could be challenging. One relative told us, “We are so grateful to them. We live very rural so it’s great they come.” One professional told us, “Beehive are always willing and are able to cover many of our rural areas where there have been past difficulties accessing care in isolated environments.”

Professionals told us the service showed willingness to respond to urgent referrals and crisis situations, working creatively with partners to prevent hospital admissions and out‑of‑area placements. One professional told us, “Seniors and management have been able to step in when additional visits are required to manage a very urgent or emergency concern or situation or will double up with a carer if greater hands-on care or experience is required whilst awaiting emergency NHS or Social Care input. I have observed management being very supportive and available to a person’s relative in the lead up to a person’s hospital admission during medical emergencies that kept occurring with this person who has [health condition].”

This ensured equitable access to personalised support and positive outcomes for people who might otherwise not receive appropriate care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People experienced compassion, responsiveness and involvement in decisions about their care. Feedback from people, relatives, staff and professionals consistently showed positive outcomes regardless of the persons background or complexity of need. One professional told us about a complex package of care whose previous agencies needed to pull out, and Beehive was the only agency able to pick up care for the person who lived very remotely. They told us Beehive demonstrated more advanced experience, competence and ability to improve the moving and handling and care for this person with complex needs.

Staff and management advocated on behalf of people to ensure they had access to services they needed. One staff member explained a situation where 1 person they were supporting expressed an interest in getting outside but were unable to due to a change in need and not being able to manage the stairs to exit the property. Effective advocating for this individual meant they were waiting for assessments and adjustments to be made to the property to enable this to happen. The manager explained another situation where they had been able to use their expertise to support a family to get the medical support their family member needed. They said it was a “Relief to the family that they are getting support now.”

Staff demonstrated awareness of individual communication needs and preferences. This meant people received equitable experiences and positive outcomes across the service.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

There were processes in place to support people to plan for the future. Support focused on people’s quality of life outcomes. The provider told us, “I am proud of the team we have built. We have moved from being a new employer establishing expectations to a service where staff demonstrate professionalism, consistency, and compassion, and take ownership of the outcomes they deliver. Over time, this has resulted in clear, measurable outcomes for the people we support.” Examples of positive outcomes were received during the assessment.

Assessments and reviews considered how people’s needs might change over time, including increasing frailty, or fluctuating capacity. Care plans included escalation guidance and clearly outlined how staff should respond to deterioration or increased risks. The provider worked with families and professionals to review and adapt care proactively.

At the time of the assessment the service was not supporting anyone at end of life. The service was in the process of supporting people and families to put end of life plans in place where required.