Bush Rest 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. At our last assessment we rated this key question good. At this assessment the rating has remained 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.

The provider ensured people were treated with kindness, compassion and respect and their privacy and dignity was maintained. A person told us, “They are kind to me. I like the staff.” Another person told us, “I like it here. The staff are kind to me. They are lovely.” A relative told us, “I visit regularly. I have found them very nice.” Another relative said, “[Person’s name] is spoken to with respect and kindness, staff understand they are someone you love.” Staff spoke about people with respect and treated people with dignity. For example, when a person became unwell in the communal space, staff discreetly supported the person to go to their bedroom. The manager told us they observed staff interactions with people through walking around the home on a daily basis, they described being able to listen and see what was happening with interactions and how this gave them confidence people were treated with kindness 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.People and their relatives told us staff understood people’s needs and treated people as individuals. A person told us, “I get myself up. I like to get up early. I like to go to bed at about 6.30pm. I can take my time, and I like to watch television.” A relative told us, “The staff support [person’s name] on the commode despite them being incontinent. It’s about their dignity and that matters.” Staff could describe how they supported people as individuals and used the information in people’s care plans to guide them. The manager told us they sought opportunities to work with people and their relatives to get to know people and used the information to plan people’s care. Care plans included information about people’s individual needs, wishes and preferences to guide staff on how to treat people as individuals.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were able to retain their independence and make choices about their care and support. A person told us, “The food is good. There’s always plenty. We get a choice at dinner and breakfast time. We can have a cooked breakfast if we want one.” Another person told us, “I make my own decisions. I decide when and where I do things. They don’t make me do anything I don’t want to.” Staff were observed supporting people to stay independent. For example, where people were able to walk independently staff offered encouragement and where people could manage to eat their meals with adapted plates these were offered and provided. The manager told us care plans included information about people’s ability to do things for themselves and the support they needed. Care plans considered people’s ability to mobilise, for example a care plan guided staff to periods throughout the day where a person could mobilise and other times when they may need some help.

The provider had systems in place to ensure people had their immediate needs met. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person told us, “They answer my buzzer quickly in the night.” We saw someone was unwell during the inspection, staff immediately noticed this and came to the person’s aid and supported the person to their bedroom to assist them. Staff told us there was a continual presence in the communal areas to ensure staff were on hand to offer support to anyone that needed it. However, we found this was not always in place and there were times when people were not offered the support they needed to meet their immediate needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The manager told us they had systems in place to check on staff well being and offer support to them in their role. There was a supervision system in place to enable staff to have discussions with the manager several times a year. Staff told us they felt supported by the manager and felt they were making a positive difference to the service which in their opinion, was moving in the right direction and had improved since the last inspection.