Bradbury House

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. We observed staff treating people with dignity and respect. For example, doors were closed while people were having support with personal care. Staff told us, “We have time to get to know people and the care plans have a lot of information in them. We talk about any changes and things we need to know at handover.” Relatives told us, "I think they do the best they can.”Another relative told us, "They are brilliant with them, very safe and looked after really well.”

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’s individual care needs and preferences were recorded in their care plans. Staff were chatting to people about things that were important to them. We saw staff supporting one person to their room to collect some slippers before lunch and this was important for them to get around safely. The chef told us how they do a residents meal choice and meet with residents to find out what their favourite meal is. Relatives told us, “The staff are kind and helpful and respect him and like him. He is a different person since being there, he knows all their names, and they talk to him a lot.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s choices were recorded in their care plans and staff were instructed to offer choice and encourage independence. Care plans contained goals around independence and tasks people could do or wanted to do. Staff were seen to be encouraging people to do things for themselves and always offered them choices. We observed one person’s preference was recorded and displayed by their door. For example, they had requested to not be disturbed at night and there was a sign to remind staff of this request. People were shown meal choices at lunchtime and were observed selecting which one they would like. Staff told us, “I get feedback from people about what they like to do. We support people to go out in the grounds when the weather is good and do the things they enjoy. Bingo is really popular and so are the singers.” One relative told us, “He is safe and looked after and happy. He was discharged here after being hospitalised from a fall and decided he wanted to stay.”

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 saw staff attending to people in a timely manner when people requested assistance, but also staff anticipated when people wanted things, like drinks and snacks. Call bells were answered within reasonable times. We saw people having support at lunchtime and staff were supporting them with eating and repositioning them to ensure they were comfortable and were engaging with them throughout.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The management team told us how they there was a well-being app and a well-being manager. They told us how they offer reward schemes such as employee of the month. There were regular staff meetings and staff feedback surveys were carried out. We received mixed feedback from staff. We spoke with the management team, and they told us how since the provider change, some changes had been implemented, some changes had been around staffing levels. We observed sufficient staffing levels across both floors of the home. One staff member told us, “It feels more settled now. Staff numbers are slowly increasing but there is a high turnover and new staff very often do not stay long as they feel the workload is too heavy.” Another staff member told us, “I feel supported, I can go to the managers, and they listen to me. I’ve worked here a long time, I’ve seen lots of changes, but I love working here.” Staff also told us, “I don’t feel like we are fully supported. We’ve got less staff now, which is difficult. We manage, but it’s much busier. I don’t think there is anything we can do about it. We’ve been told that is the staffing numbers.”