The Burroughs

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 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, compassion and respect. People had good relationships with the staff. Comments from people and their relatives included, “[Person] loves the staff and staff love [them]”, “They are all lovely and very kind. Staff are brilliant” and “Staff are very caring and attentive.”

Staff knew people well. They spoke about and to people in a positive and friendly way. Staff were attentive when people needed help or appeared distressed and unsettled. Staff used people’s preferred names and pronouns. Staff were sensitive when providing care and support and respected people’s privacy.

A professional commented, “Whenever I am in the Burroughs, staff are engaging and interacting with residents.”

People were treated as individuals. Staff knew and understood their needs including their faith, culture and identities. Care plans included information about the things that were important to people. The provider organised a range of activities designed to reflect people’s interests. They supported people to make ‘wishes’ about a personal interest or something important to them. They helped people to achieve these and celebrated this with them.

There were themed areas in the home and garden where people could spend time. These included a multifaith room and a tearoom. Comments from people and their relatives included, “[Person] goes into the garden every day. They are lovely and peaceful” and “I can do things for myself and go where I like in the house.”

People were supported to retain their independence when they wanted, and it was safe to do so. For example, 1 person enjoyed helping with cleaning and household tasks and other people enjoyed helping to maintain the garden. People were able to administer their own medicines if they wanted this and following an assessment of the risks.

People were able to make choices about their care. For example, what time they got up and went to bed, what they ate, where they spent their time and the activities, they took part in. Staff ensured they offered meaningful choices in ways people understood. For example, showing sample plates of food at mealtimes for people to make a choice about what they ate.

Staff were not always prompt at responding to challenging situations. For example, we observed a person who needed staff assistance to attend to a personal care need. The person was unwilling to leave the communal room to receive the right support. Staff appeared to find it difficult to know how to respond and the situation was not resolved for some time. Furthermore, a relative said that staff were not aways prompt to support people after episodes of incontinence.

However, there were other examples when staff were attentive when people needed support or became distressed. For example, we saw a person becoming upset when they woke from a sleep in their chair. Staff were prompt to offer reassurance and comfort them.

Staff monitored people’s health and wellbeing. They made timely referrals when they identified changes in people’s needs. An external professional told us, “I find the staff to be responsive and quick to raise concerns to appropriate agencies when needed.”

The provider supported staff wellbeing and enablement. Staff told us they had opportunities to meet with their manager and discuss work and their wellbeing. They told us they were well supported. Staff explained there was good teamwork. A member of staff commented, “It is a friendly place to work, and I've learned a lot since joining the team.”

There were opportunities for staff to take on additional roles, learn new skills or work towards promotion.