Bradbury House

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 78 (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 made 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. We observed staff caring for people in a personalised way. Staff knew people’s names and what they liked. We saw good interactions between the chef and a new person at the service, they were discussing that he was a vegetarian but occasionally ate fish. The chef took a list of foods and dishes he enjoyed ensuring his preferences were met. Staff told us how they read care plans and spoke with people and their families to get to know what people’s needs and preferences were. Relatives told us, “It’s really good here." Another relative told us, “The staff are always very mindful of what the residents need, very careful and caring with them.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care plans showed that people were supported to attend appointments in the community, such as health appointments and fulfil any social or spiritual needs. We saw details of ongoing support that people had from community health care professionals and referrals were sent when people needed. Staff told us, “We support several people to go to church, and we get church visits here to.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Easy read documentation was made available on request. There was a daily huddle meeting for staff to share any updates. The home also provided a quarterly newsletter. There were staff surveys and feedback was displayed around the home. Staff told us, “If someone has a complaint, they can raise it or just tell us. I’d help someone complain, they are definitely allowed to do that.” One relative told us, "I think [Name] is safe and that we would be told about anything that happens.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Complaints procedure was displayed around the service. We saw that complaints were investigated in line with the providers policy and that complaints and feedback were monitored over time to look for patterns and trends and drive improvement. Staff involved people in decisions about their care and told them what had changed as a result. There were team drop-in sessions for staff to discuss any issues. There were satisfaction surveys for people and relatives. There was a relatives coffee morning held regularly for people to give feedback and share information. There was a newsletter that was printed routinely called the Applebury Newsletter and this was displayed in the reception area and sent to families. It let them know what is happening at the service and in the local community. Staff told us, “We have regular meetings and handovers. We can share any concerns we have.” Relatives told us, "Yes I am kept up to date."

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. The deputy manager told us how they support people to visit other services, to ensure that people’s health needs are always met. The home had regular volunteers who supported people at the home. The home understood how important it was for everyone living at the home to have the opportunity to be involved. For example, people who stay in their rooms the volunteer provides 1:1 support to do an activity with them. Relatives told us how they had seen a difference in their loved ones based on the high level of support they received. The volunteers told us, “I really enjoy what I’m doing here, I like to get to know the people, and we are talking and chatting like friends. They seem to be enjoying the time I spend with them.” The management team told us, “We are looking to get more volunteers involved with activities, we have two here already.” One relative told us, “We are really, really happy. She feels safe and mentally she has improved because of interaction with staff and activities, a complete change and now I have quality time with her." Relatives told us, how they could bring their dog in and this was calming for their loved one. We observed a dog visiting and the stimulation and positive effect it had. The home understood what was important to people and prioritised opportunities for them. The kitchen had a menu tasting day for people and families to ensure that people were happy with the food and enabled them to feel involved and provide their thoughts and suggestions.

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 were supported to follow their faiths and any cultural or equality requirements were recorded in their care plans. People had the equipment in place that they needed such as pressure relieving equipment and rise and recliner chairs. Staff told us, “We’ve done training around equality and diversity. I’ve not seen any discrimination.”

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. People’s care plans contained details of people’s End of Life (EoL) wishes and arrangements. This was discussed with people and their families. The service was involved with the hospice next door and staff received training and support relevant to their role around EoL. Staff told us, “Anything important to people about the end of their life is discussed and we ensure that we can give them what they request. We can manage their pain and respect their wishes.”