Bourne House Nursing Home

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, following a change of provider. 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.

People, relatives and healthcare professionals consistently told us staff treated people respectfully and as individuals. During our observations of lunchtime support, staff supported people discreetly when personal care needs arose and offered support in ways which maintained privacy and dignity.

Relatives spoke positively about the caring culture within the home. One relative told us, “The carers communicate well with [my relative], they talk to [person] like [person] is family. They are respectful.”

Others described staff as, “Understanding, caring and treat [my relative] with respect” and said staff treated people “very much as people.” Healthcare professionals also told us they had observed staff treating people with dignity, respect and compassion.

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.

Care records contained personalised information about people's wishes, preferences, and support needs. Staff demonstrated knowledge of people and worked with relatives and other professionals to tailor support around individual circumstances.

Relatives consistently told us staff had taken time to get to know people well. One relative said, “They have taken the time to get to know us, and to also learn about [my relatives] background and their likes and dislikes.” Another told us, “The staff treat them very much as individuals in their own right.” Staff used resident reviews and electronic care records to ensure they understood people's needs and preferences and to contribute to care planning.

People were supported to maintain interests that were important to them. Relatives described staff providing personalised activities and adapting activities to people's needs.

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

Staff encouraged people to make everyday decisions, participate in activities and maintain skills that were important to them. Relatives gave examples of staff promoting independence.

Staff also encouraged people to participate in activities and access communal spaces and secure outdoor areas where appropriate. People and relatives told us they were able to visit freely.

Information about menus and activities was available and people were supported to make choices about daily living. The home involved relatives in care planning and reviews where appropriate, helping people maintain as much control over their care as possible.

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.

Relatives consistently told us communication was prompt when people's needs changed or incidents occurred. One relative said, “They are immediately communicative. My [relative] did have a couple of little falls and they let me know immediately.” Another commented, “When my [relative] was off food for a bit, they let me know straightaway.” People received access to healthcare support when required and relatives told us staff responded appropriately to changes in people's health, including reviewing medicines and arranging medical appointments. This demonstrated the provider responded to people's immediate needs in a timely way.

Call bells were electronically monitored and managers had oversight of response times.

Relatives reported people could access support quickly and described staff responding promptly when assistance was required. One relative told us, “I pressed the emergency bell in my [relatives] room some time ago by accident and the staff came within a few seconds.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider supported staff wellbeing, development and enablement. Staff told us they had access to training, learning opportunities and support from managers. Staff described managers as approachable and said they felt able to share ideas and contribute to improvements within the service.

The provider promoted staff wellbeing through a range of recognition and appreciation initiatives. Evidence showed the service held staff appreciation events, and awards recognising individual achievements and milestones.

Most staff reported managers were supportive, that they had equal access to opportunities, and that they felt listened to when suggesting improvements. The managers described independent processes in place to review people’s concerns, and support staff wellbeing, learning and development.