Bowes 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’s choices and preferences were recorded in their care plans, and we saw that staff knew people well. Staff supported people with kindness, dignity and respect. There was a cheerful, friendly atmosphere in the service and we saw people were being encouraged by staff to remain as independent as possible.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People told us staff encouraged and supported them to be as independent as possible. A relative told us, “[My relative] is definitely safe, turned regularly, staff very patient. She can be very non-compliant with food and medication, staff are kind, caring and patient, lovely, impressed with all of them, very sweet and encouraging towards her." People also told us how staff treated them with kindness, dignity and respect. One person said, "Everyone is very kind, so far I feel very safe, not one complaint, very kind staff, no complaints.” People were offered choice in all aspects of their daily life. One person told us, “Choices in activities, exercises, skittles, soft ball, quizzes and music, outside entertainers and animals like sheep, lambs, rabbits, dogs, chickens and spiders have visited. We have an activities board we can access and make suggestions. There’s a smoking area outside.”

Staff described to us how they encourage people to do things for themselves, so they can retain some independence. One member of staff told, “People help us to wash up after lunch, dress themselves, tidy up. We’re always encouraging people.” Staff also told us how they enjoyed caring for people and how the service was a happy place to live and work. One member of staff said, “We’re all about the love, we’re a loving home.”

We observed people being supported by kind and empathetic staff. We saw people who needed assistance with eating and drinking were supported in a respectful manner with staff following good practice guidance. There was a friendly and relaxed atmosphere in the service, and staff interacted with people frequently and with genuine care and friendly humour. Staff attended to people in a timely manner, and attention had been given to people’s clothing, hair, nails and make up.

People's choices and preferences were included in their care plans. There was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment. For example, bespoke cutlery, walking frames, wheelchairs and hoists. For those people who required equipment to walk safely, equipment was sought from healthcare professionals which ensured their safety and also promoted their independence. Staff supported people on a daily basis to choose where they spent their time, some people chose to stay in their bedrooms and this was respected. People had been included and consulted about plans relating to the service, such as menu ideas and activities planning.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.