Bridge 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

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People’s care and treatment was delivered in a way that met their assessed needs from services that are co- ordinated and responsive. Where people needs changed the provider has systems in place to record the changes which were then communicated to the staff team. This enabled the staff to be up to date in relation to people’s changing needs and continuity of care could be provided. We saw evidence that people regularly accessed GP and other community health services.

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 using the service told us they were cared for in a way which met their needs and reflected their preferences. One person said, “The staff are lovely. The staff are like family, it's like a big happy family.” We observed a positive, welcoming, and inclusive culture within the service. Staff responded to people's calls for assistance in a timely manner.

Staff told us that they valued people's comments because it helped them make changes to the care they provided, ensuring that the person received the care they needed and wanted. Staff comments included, “People living their life and not just getting care that’s main thing” and “This home is perfect example of good care.”

The service and staff displayed a person-centred culture which was embedded into assessments and support plans and evidenced in the care and support people received. We observed people making decisions about their care and support. They told us they were involved in all planning and decisions about their care which meant they were at the centre of their care and treatment choices.

People and relatives spoke highly of the management and staff and described their approach to people's care as "really good."

Staff clearly understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We did not receive any specific feedback from partners. We saw some positive examples where the provider had worked in partnership with partners ensuring continuity of care and support.

The service worked well in partnership with other health and social care organisations, which helped to give people using the service a voice and empowered them to live the lives they chose. Systems and processes were in place to ensure information was accurately recorded and shared with staff. The provider was in the process of introducing an electronic care planning system which would alert staff to changes and enable the provider to have up to date access to daily records which they could audit where necessary to give themselves assurances that people were receiving continuity of care.

People had access to accurate and up to date information which was available to them in ways they understood. Information was given to people when they first started using the service, so they were aware of their rights and choices.

Staff gave us examples of how they tailored communication to meet peoples unique and diverse needs. The staff had created detailed communication support plans which described exactly how people communicated in different scenarios and when expressing different needs.

The provider made sure people got all the information they needed in an accessible way for them, to make decisions about their care and support while feeling comfortable and safe.

People had access to accurate and up to date information which was available to them in ways they understood. Information was given to people when they first started using the service, so they were aware of their rights and choices.

Staff gave us examples of how they tailored communication to meet peoples unique and diverse needs.

The provider was passionate about ensuring people were empowered to express their views. The service worked in partnership with people and their families, providing opportunities to share experiences and understanding and to learn alongside and from each other's experience.

People received support, which was accessible, timely and in line with their diverse needs.

Staff and leaders were aware and alert to discrimination and equality that could disadvantage people from different groups accessing care. They supported people from different cultures and backgrounds and did not discriminate against them. The registered manager told us how they tailored their care to meet people’s specific needs.

We did not receive any specific feedback from partners. We saw some positive examples where the provider had worked in partnership with partners.

The provider has policies and procedures in place which gave staff information about their rights to reasonable adjustments in line with the Equality Act. The provider had information available to ensure people with protected characteristics were recognised and supported appropriately.

People received support, which was accessible, timely and in line with their diverse needs.

Staff and leaders were aware and alert to discrimination and equality that could disadvantage people from different groups accessing care. They supported people from different cultures and backgrounds and did not discriminate against them.

The provider has policies and procedures in place which gave staff information about their rights to reasonable adjustments in line with the Equality Act. The provider had information available to ensure people with protected characteristics were recognised and supported appropriately.

People were given the opportunity and support to talk about their end of life choices if they wished to do so. There was no one receiving end of life care during our assessment visit.

Staff told us that people were given the opportunity and support to talk about their end of life choices if they wished to do so.

People were supported when they chose to make informed choices about their care, and this was recorded in personalised care plans.