Bridge 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

People received a personalised, caring service. People told us they received very kind and respectful support from staff who promoted their abilities, knew them well and genuinely wanted good outcomes for them. There was a positive working atmosphere and people and staff had good, caring relationships. Staff spoke passionately about the people they supported and worked to uphold their rights The service achieved positive outcomes for people through attentive care, understanding and responsiveness to the needs people communicated to them.

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 told us staff treated them with kindness, compassion and dignity. People said staff understood their needs and were skilled at communicating with them in ways they understood.

Staff knew people well and consistently interacted with people in a person-centred way. Staff understood how to provide care which promoted people's privacy, dignity, and independence. We observed the staff being kind and caring.

We did not receive any feedback from partners, however we saw examples where the provider had worked with professionals to meet peoples needs, and assisted them with independence, which was positive.

We observed people walking freely around the service and supported by staff when they wanted this, often chatting, and laughing with staff. Staff supported people to share their opinions, by asking questions and giving people options of where they would like to eat their meal. One person decided he would rather go for a walk than have their lunch later and this was respected by staff.

People’s care plans contained information about the decisions people were able to make for themselves. One person told us, “I love living here, even if I won the lottery I would want to stay here in my house. I wouldn’t change it.”

Staff were aware of the need to treat each person as an individual. They had a good understanding of maintaining and respecting peoples cultural and religious beliefs.

We saw staff treating people as their equals and created a warm and inclusive atmosphere where they understood people's unique and complex needs and identities.

Care plans contained information regarding any protected characteristics and how best to support people in line with their needs and preferences. The provider had policies and procedures in place to ensure peoples dignity was upheld. For example, policies regarding protecting personal and sensitive information.

People were seen to be engaged in activities throughout the day. People were supported by staff who knew them well and understood their needs. Staff were kind and considerate in their interactions with people.

Staff knew about people’s health needs and personal preferences and gave them as much choice and control as possible.

Staff were not rushed in their interactions with people. They spent time with people individually, observing them discreetly or supporting them to engage if they were not involved in some activity. We observed people were involved and engaged in their care and support

People were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing. People were empowered to have maximum choice and control over their care and support.

People told us they were confident staff would respond to a change in their health needs. People said staff were aware of their likes, dislikes and preferences and supported them to maintain them.

Staff took time to get to know people which helped them build positive relationships. Staff knew people well enough to recognise when there was a change in their physical or mental health. Staff were aware of the need to contact various professionals so additional support could be sought.

We observed staff were not rushed in their interactions. Staff were excellent at recognising when people were distressed and provided extremely sensitive and respectful support to help manage this. The approach staff took helped create a calm and relaxed environment which helped to reduce the anxieties people experienced. They spent time with people individually, supporting them make decisions about their care and support.

Staff told us they had plenty of opportunities to give feedback to the provider and were confident their views and opinions were valued. Regular meetings and supervision took place, which enabled positive conversations. The provider was aware of the need for workforce diversity.

We saw policies and procedures in place to ensure equality, diversity and inclusion was upheld. The provider told us they were fully committed to these principles and values and were a responsive service and were able to meet diverse needs.