Bedford Road

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. People were supported in a respectful way by a familiar team who understood their individual needs and preferences.

We witnessed kind, friendly and pleasant interactions between people and staff. Staff coming on shift greeted people warmly with smiles and, where appropriate, used gentle touch to support meaningful communication. We observed staff offering a person gentle and respectful prompts to go and have a shower, promoting their dignity and ensuring they were treated with respect.

Relatives praised the care workers for their efforts and commitment. Their comments included, “The carers are beautiful; cannot sing their praises enough. They care.” and “They take good care of [person].”

The provider treated people as individuals and made sure people’s care and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff had developed positive and trusting relationships with people over several years, demonstrating compassion, care and a good understanding of their individual needs. They understood people’s individual preferences, what was important to them, and how to tailor their approach to meet each person’s needs. They also knew people’s dietary requirements and whether they had any allergies. A relative told us, “They probably know what [person’s] needs more than I do.” This demonstrated staff knew people well and tailored their support to their individual needs, preferences and circumstances.

The provider always promoted people’s independence, so they had choice and control over their care and wellbeing. Staff considered people’s individual abilities and preferences when providing support, enabling them to do as much as possible for themselves.

A designated team of activity workers supported people to go out in the community and take part in a range of activities. People had the opportunity to go out in groups or individually. Staff maintained a clear log of people’s activities, including their level of engagement. This ensured people remained socially engaged.

During conversations, staff placed significant emphasis on offering people choice and promoting their independence. A staff member said, “We give [people] the chance to do things themselves.” People were able to have visitors and visit their relatives as they pleased.

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.

There was a calm and relaxed atmosphere in the service, where people appeared settled. Staff remained attentive to people and were alert to any changes in their needs. They spoke to us about the importance of having a set routine for some people, as this supported their wellbeing. A staff member explained how they supported a person in moments of anxiety and distress. They said, “We know [person] doesn’t like noise and can become agitated. Sometimes [person] will go to their room or sit outside. We offer a drink and ask what [person] wants to help reduce the agitation.”

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

Staff expressed positive views about the way they were treated. They said they received adequate support from management and supported each other. Their comments included, “Our manager guides us along correctly and rightly; we cover each other”, “Can speak to line manager anytime” and “They [provider] are hands on.”