Burnham

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

People were treated with respect and kindness. People were supported to be as independent as they could be and were actively making day to day decisions in their lives. The provider had systems and processes in place to promote and support staff wellbeing. Staff told us they received appropriate support.

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.

People gave us positive views about the care and support they received. A person said, “I’m really happy. Staff know me well. They treat me with respect. They knock on my door.” Relatives told us, “They are very friendly” “[Person] is very happy, staff are really good with him, he’s quite independent” and “[Person] has a good relationship with all carers there and especially [staff member]. They are all really good. It feels so comfortable. He is happy and content and it gives us peace of mind, he’s settled and happy.”

Staff detailed how they treated people with kindness and compassion. A staff member said, “When providing care, I treat people how I want to be treated. That is my mantra. I know people well and I know who I can joke with and know people’s preferred time for personal care. I treat everyone as an individual.” Other staff said, “When providing personal care I put towels to cover the person and close doors and curtains first” and, “When providing personal care, I make sure the door is closed and make sure there is a blanket or towel at hand to protect people’s dignity.”

Healthcare professionals told us staff treated people with kindness, dignity and respect. A healthcare professional said, “On every visit every pt (patient) treated with great kindness, dignity and respect.”

We observed that staff were friendly towards people and each other. There was a relaxed atmosphere within the service. We observed doors to people’s rooms were closed when people were being supported with their personal care needs. Staff knocked on doors before entering. Staff discreetly offered support with personal care when people were in communal areas.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us how they were supported to do things that were important to them such as getting out to the gym and going shopping. A person said, “Been to gym this morning with [staff member] I go 2 to 3 times a week, staff support me, family visit me, I go to town often.” People’s bedrooms were furnished and decorated to their own tastes. Relatives told us staff supported their loved ones to maintain contact with them. A relative told us, “We can go when we want at any time of day, as a family we tend to avoid personal care times and mealtimes as this can distract [person].” A person’s friend told us, “Staff help her do her makeup and hair and put on nicer clothes when we are going out which she really appreciates.”

Staff told us they were well supported since the new management team had been in place. They were happy at work and enjoyed working with people. They said, “With the new management it is changing for the better, staff and residents are much happier. We are asked what we want”; “There is new management in place and things are now more doable, things are changing for the better” and “The management team are listening, and changes are being planned.” Staff understood the importance of including people in all support to enable them and listen to their choices. A staff member said, “I can see the difference already, guys are going out daily, they are choosing their own clothes now.”

We observed meaningful interactions between staff and people, which showed that staff knew people well and knew how to communicate with them. Staff used respectful language when communicating with people and when talking about the people they supported. Staff called people by their preferred names.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The environment had been adapted with equipment in place to ensure people could be showered, receive their personal care and moved safely. Ceiling track hoists were in place for those that needed them. Rooms were personalised and individual.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.