St Bridgets Care Centre

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

People were supported by staff who worked to achieve the best outcomes for them, working in partnership. The registered manager and staff worked to ensure everyone received information in the way they preferred, and alternatives were available. Barriers to communication were recorded and shared as required. Equality and diversity were considered, and the principles underpinned each policy and procedure within the home. Everybody’s views were sought and listened to formally and informally. For example, opportunities for everyone to be included were varied. Staff actively worked towards collaboration to ensure everyone’s voice was heard.

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 the care they received was person centred. Relatives said staff were kind and considerate: “We are able to sit and chat with the staff, nothing is ever too much trouble.”

Care was delivered in line with the care plans and people’s preferences. The registered manager understood the importance of ensuring documentation was centred around the person. They described how they had considered what support staff needed to offer on a “good day” for the person and what additional support may be needed on a “bad day”, for instance if a person was feeling unwell or distressed.

Staff offered people choices, respected these, and supported people’s preferences.

People told us they could access the care and support they required. This included seeing their GP or speciality nurse.

Staff told us they could access support from professionals. These included the visiting frailty nurse for specific health needs, for example when supporting a person living with Parkinsons Disease who presented with changing needs.

Health and social care professionals provided positive feedback about the staff team at St Bridgets Care Centre: “Staff action any advice or treatment in a timely manner and always update me on progress or deterioration of patients that I have reviewed.”

People’s individual health records included input from a variety of health and social care professionals, including picture guidance for equipment and therapy interventions.

People and their relatives told us they felt involved and informed about what was happening within the home.

Following the introduction of a formal activity timetable, the registered manager acted on feedback that people preferred to discuss activities over a cup of tea and liked the freedom of being able to decide on the day about trips and outings. The home had access to its own vehicle and driver. The registered manager told us, “We like to take family and friends with the resident to family events or provide lifts to meals out if it helps.”

St Bridgets Care Centre met the requirements of the Accessible Information Standard. Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. It tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

Without exception, people told us they felt listened to. One person said, “They are very kind and interested in looking after me right now and what I need.”

Staff told us people, visitors and staff were encouraged to share their ideas about the home and any feedback with the registered manager. All staff spoken with were confident the registered manager listened to the views of others to improve the home: “The registered manager is always on the floor talking to everyone, so he knows when residents need him and he makes the time for them.”

There were clear records of feedback from people and their relatives. The registered manager and provider had acted on the feedback, and shared the lessons learnt to make continuous improvements.

People told us they could access care, support and treatment they need when they needed it.

Leaders used people’s feedback to improve access for people more likely to experience barriers or delays in accessing their care. The registered manager told us, “We use our own staff and transport to medical appointments as we know residents’ medical backgrounds and find sending our own staff is more time efficient than a resident having transport hours before the appointment and having to sit around trying recall information themselves.”

Visiting health and social care professionals informed inspectors they were confident in the management of the home and competence of care staff.

Policies and procedures highlighted best practice. This was reinforced with care staff through training and ongoing monitoring.

People told us staff invited them to give their views and supported them to understand their rights, including their rights to equality and their human rights. One person told us, “Here you can speak to people, you’re not banged up, you can speak to the manager or the owner anytime.”

The registered manager recognised the importance of everyone living or visiting St Bridgets Care Centre receiving responsive care from staff who were able to create opportunities and celebrate achieving equity.

There were robust policies and procedures to ensure the home operated in the correct way. Equality, diversity, and inclusivity were running through all these to help ensure everyone had positive experiences and good outcomes from their care, including people with sensory, mobility and cognitive impairments.

End of life care plans outlined people’s wishes and allowed their voices to be heard. St Bridgets Care Centre had received written compliments from families of people who used the service, thanking them for providing their loved ones a safe environment where end of life care was provided with dignity.

The registered manager and staff supported people to live life the way they wanted and to do the things they enjoyed. Staff told us the importance of supporting people to attend funerals or memorial services for loved ones they had lost.

The home had an end-of-life policy and required staff to attend training to recognise when a person’s health was deteriorating and escalate concerns to health and social are professionals to enable advanced care plans to be activated.