Offices, Bowbrook House

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.

This is the first assessment for this service. This key question has been rated 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.

People were treated with kindness, empathy, compassion and staff respected their privacy and dignity. People and relatives described staff as lovely, funny, kind, caring, engaging and understanding. One person said, “Staff are just lovely, I couldn’t wish for a better team to help me. We all just get along so well, and they talk with me as if I am just one of the team. It is lovely.” Staff spoke about people they supported with fondness and positive regard. One staff member said, “We have time to chat and get to know those we support. It is not just about helping them physically but having a chat and a bit of a giggle as well.”

People were treated as individuals and staff made sure people’s care, support and treatment met their needs and preferences. They took account of people’s strengths, abilities, culture, unique backgrounds and protected characteristics. Everyone told us they were respected as individuals. One person told us how their confidence had changed. Staff adapted their approach to support them in different ways. They went on to say they still feel bouts of anxiety, but this is greatly helped by staff who adapted their approach to them. People had individual assessments which recorded their protected characteristics including, but not limited to, age, disability and religion. Staff knew those they supported well.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to maintain their existing skills to encourage their independence. One person described how they did what they could for themselves but knew they could ask for help if they needed to. They said, “I am still sharp and with it. I know what I need and get on with it.” People’s care and support plans included what they could do for themselves so staff had a consistent approach with people to encourage independence.

The service 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. People felt staff knew them well and anticipated their needs. People had individual routines which accounted for their personal preferences needs and wishes. These included how they liked their personal items stored and how they preferred their personal care to be delivered. All those we spoke with felt staff knew them well and anticipated their needs effectively.

People received safe, caring, effective and responsive care from a staff team who felt supported and valued by the service. Staff felt the service cared about them and promoted their wellbeing. One staff member told us how the management team had adapted to ensure they could still support people. They found this to be reassuring and enabled them to continue to do what they loved, which was to provide care to people.