Bateleur HC Ltd

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.

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.

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.

Staff consistently treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff also treated colleagues and professionals from other organisations with kindness and respect.

People spoke positively about the caring approach of staff. They told us their preferences were respected and that, where requested, they were supported by male or female care staff. One person told us that when a staff member supporting their friend had some time available after completing their tasks, they would make them a drink and spend time chatting with them, which the person enjoyed and valued.

People told us their privacy and dignity were respected. One person described how staff maintained their dignity when supporting them with personal care by holding up a towel while helping them in and out of the shower. Another person said of the staff, "They are caring and will do anything quite happily."

Staff spoke positively about their role and demonstrated a kind, caring and respectful approach towards people. They understood the importance of promoting dignity, privacy and independence. One staff member told us, "I treat people with respect and protect their privacy at all times. For example, during personal care I close doors and curtains, explain what I am doing, obtain consent, keep the person appropriately covered and encourage them to do whatever they can independently." Another staff member said, “I’m happy and look forward to my work, I feel that I'm passionate and caring and I find it joyful, I never dread coming into work I really enjoy what I do, every day can be different and a new challenge.”

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 had developed positive relationships with staff and told us they received consistent care that respected their individual needs, routines and preferences. One person said, “Two or three [staff] are outstanding. They are all to a good standard, but some are better than others.” Another person said, “I’ve felt comfortable around all the staff. It’s the first care company that has understood my mental health.”

Staff were knowledgeable about the people they supported and demonstrated a good understanding of the importance of respecting people's individuality, choices and differences. They were able to describe how they adapted their approach to meet people's specific needs and preferences. One staff member said, “It's important to treat each person as an individual instead of providing the same care to everyone. Having a good understanding of a person's life, preferences, routines, abilities, communication needs, cultural beliefs and goals is really important.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People spoke positively about how their independence, choice and control were encouraged and respected. One person said, “They’re [staff] very friendly and helpful, they know when to back off and when to help.”

Staff understood the important role they played in promoting independence and ensuring people remained at the centre of decisions about their care and support. They demonstrated an understanding of how to balance providing support with encouraging people to maintain and develop their skills and confidence. One staff member said, “I encourage people to do as much as they are safely able to do for themselves rather than automatically completing tasks for them.”

Care records reflected people's preferred routines and how staff should support them in a way that maximised their independence, choice and control. This helped to ensure people remained involved in decisions about their care and were supported to achieve outcomes that were important to them.

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 told us care staff were responsive and adaptable to their, or their family member's, needs. One person told us how well staff understood their needs and how much they appreciated the support they received to live their life independently, and the positive difference this had made to their wellbeing. Another person said, “They [staff] are responsive to my needs, they respond to any changes and would provide extra care if necessary.”

Staff gave examples that demonstrated how responsive, adaptable and flexible the service could be. For example, staff told us they would adjust visit times where possible to meet people's changing needs, stay longer if somebody became unwell or distressed, and seek additional support from healthcare professionals when concerns were identified. Staff understood the importance of responding to changes in people's physical and emotional wellbeing and ensuring appropriate action was taken without delay.

Care records reflected people's individual needs and preferences and provided guidance for staff on how to respond to changes in a person's presentation. The provider's monitoring systems supported the identification of changes in people's needs, enabling timely reviews and adjustments to care and support arrangements. This helped to ensure people continued to receive care that was responsive, person-centred and reflective of their current circumstances.

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

Staff were positive about working for the provider. They told us they had sufficient time to meet people's individual care needs without impacting on the quality of care provided. Staff demonstrated a commitment to delivering personalised care and spoke positively about the relationships they had developed with people using the service.

Staff were complimentary about the registered manager and spoke highly of the support they received. They told us they felt listened to, valued and able to raise concerns or seek advice when needed. Staff also confirmed that reasonable adjustments to their working arrangements were considered and accommodated where possible.

The registered manager described their commitment to promoting staff wellbeing. This included maintaining an open and supportive management culture where staff felt able to discuss workload pressures, work-related stress or personal concerns at an early stage. Staff wellbeing was discussed during supervision sessions, and staff were encouraged to take regular breaks, use annual leave appropriately and report when they were not fit to work safely.

The registered manager told us temporary adjustments to duties or rotas were made where required to support staff wellbeing and ensure safe working practices. Staff were signposted to appropriate sources of professional support when needed. The registered manager was clear that bullying, harassment and unreasonable pressure on staff would not be tolerated and that concerns would be addressed promptly. This helped to promote a positive working culture in which staff felt respected, supported and able to provide high-quality care to people.