The Bungalow

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 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’s care plans promoted the importance of providing respectful and dignified support in all aspects of people’s care. People and their relatives told us staff were kind, caring and supportive. Comments included, “They are very caring, very engaging, and they have such a laugh there, which is worth a fortune”, “They are very caring staff” and “We are very grateful, they do their best by [person]. They treat them with such care”. People’s support was compassionate and personalised, taking into account their preferences and life experiences. One relative told us, “The staff do an excellent job and they adapt to how [person] likes to do things.”

The provider treated people as individuals and made sure people’s care and support met their 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 provided care which reflected their choices and took account of the importance of their routines, likes and dislikes. Comments included, “[Person] does appear to have preferences regarding staff and they try to accommodate that”, “[Person] knows what they do with each member of staff and knows exactly when something is happening. Staff work well with [person] and don’t change their routines” and “The staff know [person] very well, they’re good at reading [person’s] needs”.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, support and wellbeing. During the inspection, we observed people being supported to make choices about their day to day care such as where they wanted to go and what they would like to eat. People’s care plans clearly documented what they were able to do for themselves and what areas they required support with. People were supported to manage household tasks such as cooking, cleaning and gardening if they wished to. People’s relatives told us staff promoted people’s independence and choice at all times. Comments included, “They provide as much autonomy for [person] as they can’, “Person is given options” and “They involve [person] in everything”. People were encouraged to maintain important relationships and people’s relatives were welcomed into the service at any time without restrictions.

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. We observed staff communicating with people in their preferred way and anticipating people’s needs. People’s care plans provided detailed guidance about understanding the importance recognising changes in people’s communication and body language and responding appropriately to minimise the risk of distress.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt valued. Comments included, “The managers are 100% supportive”, “They listen and give positive feedback”, “The manager always says, ‘my door is always open’” and “They are really good, any questions or anything, you can just ask”.