Bells Home Care Limited

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 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 received care from staff who were consistently kind, compassionate and respectful. They described staff as “lovely,” “very pleasant,” and “really good to me”. One person said, “I do feel safe with them (staff).” A relative told us, “They are very kind to [Name].” People and their relatives told us how staff maintained people’s dignity and privacy during personal care, treating people with warmth and empathy. People felt safe and valued in their homes, and family members expressed confidence in the care provided.

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.

Staff treated people as individuals and demonstrated a strong understanding of their needs, preferences and life histories. Care plans were person-centred and included information about what was important to each person. People and their families confirmed that staff knew them well and adapted care accordingly. One person said, “They ask me what I want.”

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 supported to make choices and maintain control over their care. Staff sought consent before providing support and encouraged independence where possible. One person said, “I try to manage, but they help me if I need it.” Care plans reflected people’s preferences and were reviewed following changes in health or circumstances.

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.

The service was responsive to people’s changing needs and preferences. People and relatives described how the service adapted care plans following hospital stays or changes in health. One relative explained, “I’ve just rung [registered manager] because [relative] is not so well and I’ve asked for an extra visit and to extend the time in the morning and it was no problem.” Staff were described as attentive and proactive. One relative said, “They (staff) let us know if they think anything is wrong.” Care plans were reviewed following hospital admissions or changes in health, and staff were proactive in identifying and addressing concerns. However, 1 person was not provided with a care plan for over a month, which meant we could not be assured staff had always responded to this person’s needs immediately.

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

Staff felt well-supported and valued by the registered manager. They described a strong team ethos and said they were proud to work for the service. The registered manager was described as approachable and responsive, with staff praising their leadership. One staff member told us they were “treated with respect”. The provider focused on maintaining a small, quality-driven service, which contributed to staff satisfaction and retention.