BBC CARE SERVICE LIMITED- Walton on Thames branch (New)

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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. People told us the staff who visited them were kind and caring. One person said of staff, “I am very happy with things; they look after me very well.”

Relatives described staff as kind, caring and helpful. One relative told us, “[Member of staff] is a very kind young man; he helps us a lot. He is a very good person.”

Relatives told us their family members had developed positive relationships with the staff who supported them. One relative said, “I know [family member] likes [member of staff] because when [member of staff] comes in in the morning, [family member] smiles.” Another relative told us, “[Staff] are very nice; [family member] is happy with them. They get on very well.”

People said staff treated them with respect. This was confirmed by relatives, one of whom told us, “[Member of staff] is very respectful with [family member]. He is very respectful with me, too; he has very good manners.”

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 told us staff respected their choices and preferences about their care. Relatives said staff took the time to engage with their family members about their backgrounds and interests.

The PIR set out how the provider aimed to ensure people were respected as individuals and their rights protected, stating, ‘We work to instil a culture of care where staff value and promote people’s individuality, protect their rights, respect their dignity and allow them to develop and flourish.’

The provider ensured people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff respected their choices about their care. Relatives said staff provided support in a way which ensured their family members remained in control of their care.

The provider’s vision statement outlined the objectives of the service, saying, ‘The focus is on improving daily life, protecting independence and promoting wellbeing. The vision is not limited to meeting care needs, it is about supporting people to live with choice and control in a safe and supportive environment.’

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.

People’s care plans contained instructions for staff to follow in the event of an emergency, such as the person becoming unwell. Staff told us their rotas were planned to ensure they were able to extend their visits if people needed them to. A member of staff said, “The time allocated per visit is appropriate and it allows for flexibility if additional support is required.”

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

Staff confirmed the manager supported them well and cared about their wellbeing. One member of staff said, “The manager is always available to listen, advise and handle everything that comes. This makes me feel valued and appreciated.”

Staff told us the support and training they received had contributed to a positive working environment. One member of staff said, “My experience working with BBC Care Service Limited is positive, with well-planned rotas, clear flow of information, thorough training and support from the office staff and management.”