Bede House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Although staff understood people’s needs and knew them well, care plans lacked personal detailed information about how people wanted their care provided, including their likes and dislikes. People and relatives knew how to complain and were confident to do so. Information could be provided in various formats depending on people’s needs.

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 understood about the importance of person-centred care and aimed to provide this as far as possible. A staff member commented, “Our residents are more than people we care for. Staff build trusting, therapeutic relationships with our residents, going above and beyond where possible.”

Staff understood people’s needs and knew them well. They used their knowledge to engage and reassure people. Staff chatted with people in the communal lounges about their interests, such as pets, family and shopping.

People told us staff aimed to provide personalised care. A person said, “The staff are nice and they know me well. Staff do not put me in the bath or shower, this is because I prefer to just have a wash down.”

Staff felt the provision of activities had improved since the registered manager had been employed. A staff member said, “It has improved massively. The activities co-ordinator is always trying new things.” Staff gave examples of activities including getting singers in and themes days, such as a spanish day, Valentines Day and Halloween.”

Health professionals gave examples of how quickly had responded to refer people to various health professionals. They commented that the quality of care was generally good.

People were supported to participate in a range of activities. A person said, “There is an activities coordinator, she comes and we do art.” Another person told us, “I like playing bingo, we play this sometimes. I come out of my room as I like to be with people.” A relative commented, “We have seen a few activities taking place such as a singer, the chef does baking classes with the residents. I have been told that during the summer the residents are encouraged to go outside in the garden and can do some gardening they also have BBQs.”

People could access the local community with support from staff, such as attending church events. The home had also good links to the local community including the local school and community projects. Care plans lacked person-centred information, such as background information or people’s preferences. This meant there was sometimes insufficient information to guide staff as to how people wanted to be cared for. The provider was reviewing care plans, in readiness to move to an electronic care planning system.

Staff understood people’s communication needs and used this knowledge to support them to express their views and make decisions about their care.

The provider could make information available in various formats, depending on people’s individual needs. People and relatives did not raise any concerns about accessibility of information they were given.

The provider followed the requirements of the Accessible information standard. Some information was available in a pictorial format, such as the complaints procedure.

People and relatives knew how to raise concerns and felt confident to do so. A person said, “If I did have a complaint, I would go to the manageress's office, which is near the front door. She seems very nice and professional.” A relative commented, “If I had concerns I would speak to the manger.”

The provider had a complaints policy and procedure, which was reviewed to keep it up-to-date. There was also a pictorial complaints procedure to help make it more accessible to people. Previous complaints had been investigated and action taken to address people’s concerns. This included reviewing people’s care needs and improvements to the activities programme.

Staff aimed to spend time with people to chat and develop relationships. This helped develop good relationships, so people felt comfortable around staff. A staff member told us, “If we are in, its part of our job. We make sure we are chatting with them [people].”

The provider had policies and procedures to promote equity in access. The premises were purpose-built and designed specifically for the needs of people likely to use the service. This included people who used wheelchairs.

Staff did not have any concerns about people accessing the service.

People confirmed staff met their needs in a timely way. A person said, “I always get a bath when I want one.”

Most health professionals told us they had observed people being treated equally and fairly.

Staff did not raise any concerns about people being able to speak up about their experiences.

There were a range of opportunities for people, relatives and staff to share their view and opinions of the home, such as through meetings and surveys. The provider had developed a 'you said, we did' document which showed how they intended to respond to the feedback they received. The provider completed care reviews to reflect people’s current needs and wishes.

People and relative had opportunities to share their experiences with staff and management. A person said, “A relative told us, “When [family member] first moved in there was one [a residents' meeting]. At the time didn’t have any issues but other people's issues were addressed. The [registered manager] told me I can provide feedback straight to her.”

A relative told us staff were supportive and compassionate when their family member received end of life care. They said, “[Staff were] very sensitive towards [family member], sensitive and very dignified.”

Staff described how they had previously cared for people at the end of their life, such as ensuring people’s wishes were respected. This included for one person to have their radio playing and dietary changes, so they had their favourite foods. A staff member said, “I feel here if a resident approaches end of life, we are there for them even more.”

The provider gave people, and relatives if appropriate, the opportunity to discuss their preferences for their future care needs. This was used to develop specific care plans, which included end of life care where relevant. Some care plans required more detailed information about people's likes and dislikes.