Bournemouth Rainbow Ltd

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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement.

This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 62 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity.

People and relatives confirmed staff were kind. People appeared comfortable with the presence of staff, and we observed kind interactions between staff and people.

Staff told us they respected and upheld people’s dignity. One staff member said, “I support people by respecting their choices, preferences, routines, and independence. I involve them in decisions about their care, encourage them to do as much as they can for themselves, and tailor my support to meet their individual needs and goals.” Another staff member told us, “I respect each person’s choices, preferences, and routines.”

Health and social care professionals were complimentary about the service. A health and social care professional said, “The provider has delivered person-centred care, considered the individuals' wishes and preferences and involved them in decisions about their care and support where appropriate.”

People’s personal, cultural, social and religious needs were recorded in their care plans, and staff supported them to access activities.

Staff knew people well. One staff member said, “People are encouraged to make their own choices about meals, clothing, activities, and daily routines. Staff promote independence while providing the level of support each person requires.” Another staff member told us how they supported a person who attended church.

We observed staff respecting people’s choices and treating them as individuals. For example, when supporting a person to choose what to have for lunch. Staff supported people to attend activities and offered them choices.

The service promoted people’s independence as much as possible in day-to-day life, However, they did not always support people to manage their health and wellbeing, so people could not always maximise their independence, choice and control.

Records confirmed people were supported to access community.

People were supported to maintain relationships and networks that were important to them. A staff member told us, “I understand the importance of maintaining relationships with family and friends. Family members regularly visit the people we support, and sometimes they take them out into the community. I support people by helping them prepare for visits where needed.”

The service did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Some people’s care plans had information on how to support them when they displayed distress or anxiety related to their medical conditions. We identified that staff did not respond appropriately to 1 person’s distressed behaviour. The provider failed to identify that staff used restrictive practice while responding to person’s need. The provider confirmed there was no agreement in place to use restrictive practice for this person.

The provider did not have an effective overview of how staff responded to people’s immediate needs. This placed people at increased risk of experiencing avoidable, restrictive practices without appropriate scrutiny, safeguards, or external oversight.

The service cared about and promoted the wellbeing of their staff.

Records confirmed staff received regular supervisions and their competencies were regularly assessed. Staff told us they felt supported in their roles.

A staff member said, “I get breaks when the needs of the people I support allow. I feel valued as a member of the team, and I know I can speak to [deputy manager] or other senior staff if I need advice or support. There are also colleagues and management available to provide guidance when needed.”