Bridge House Care Home

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

Responsive – this means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

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 and relatives confirmed they had been involved and informed throughout the care planning process. One relative said, “I am informed by the staff of any changes with [relatives] care and the reason behind this change.” Another relative told us, “Staff are always explaining what they are planning to do and why.” People felt their needs were being met at the home. People felt confident in the staff team and knew their care could be changed if their needs changed.

Feedback from managers confirmed people and their relatives were involved in their care planning. Staff understood what it meant by providing person centred care. Examples were shared with us by staff where they have ensured care was person centred. Each floor had a staff team, so people were supported by staff who were familiar with their needs and preferences.

We observed staff supporting people in a person-centred way. There was evidence staff had good knowledge of people, their needs and risks. People were encouraged to engage in meaningful activities and conversations. There was a pleasant atmosphere within the home.

People’s care plans were informative and provided clear guidance on how to provide care and support to people. We saw evidence in people’s care records of referrals being made. We saw references being made to advice from health professionals and this being followed by staff. Routine health appointments were also being completed within the home for those who could not leave.

Relatives felt staff acted in the best interest of their loved ones and shared information when needed to appropriate health professionals. Relatives or people did not raise any concerns in relation to the care they received.

Staff told us they had access to people's care plans and that they were regularly reviewed and updated when needed. Staff felt confident any concerns they had would be acted upon. Staff understood the importance of working closely with a range of health professionals. The registered manager told us they had effective relationships with other health professionals and support from them was always available.

Health professionals were very positive about the staff team at the home. Health professionals noticed improvements at the home and the staff team following advice they were giving for people. Health professionals felt that the referrals being made were appropriate.

Relatives or people did not raise any concerns about not having access to information when needed.

We saw evidence of documents available in easy read formats. If necessary, documents could also be provided in other formats to meet the needs of people.

The nominated individual and registered manager were completing a piece of work in making more documents available in accessible formats.

Processes were in place to obtain feedback from people, relatives and staff, this was either though surveys or meetings. Appropriate actions were set following the receipt of feedback. The management team promoted an open-door policy which ensured everyone had the opportunity to give feedback at any time. There was a clear complaints policy in place which people and relatives could follow.

Everyone said they would speak up if they had any concerns and were confidant their concerns would be acted upon. Relatives shared examples of where the registered manager and staff members had taken prompt action to address any concerns they had raised.

Staff communicated to people in a way they understood. We saw evidence of people asking staff questions about their care provision and staff providing them with the information requested.

Relatives and people were positive about being able to access other health services if needed. Relatives were confident they would be kept informed. People told us they could access support and treatment if needed and staff were very helpful with this. We witnessed staff providing people with information in relation to their health appointments.

Staff felt they had enough information to be able to refer people to health professionals if needed. We saw evidence of a range of health professionals visiting the home and speaking to staff about people’s needs.

Health professionals were positive about the home. They commented on the staff teams approach in making sure referrals included enough detail about the person.

As well as health professionals visiting the home, the provider also helped people to access services outside the home. We saw evidence in people’s records that they had visited health services and staff had followed up on any actions and advice.

Staff had completed equality, diversity and inclusion training. Staffing was tailored within the home to ensure people’s needs were considered and would be met. People had the opportunity to share their preferences and be supported in line with this. People took part in consultations, for example in deciding the menu. Care records evidenced people had the opportunity to access a range of activities.

People and relatives did not raise any concerns with equity in experiences and outcomes.

The manager informed us the GP completed a regular ward round and would make further referrals if needed. The manager did not raise any concerns in relation to inequalities people may have faced. The manager discussed that people were given the opportunity to give feedback in relation to their care. They had not received any concerns from people.

There was a process in place to record people’s advanced wishes. Care plans allowed people to share their end of life wishes and choices with the involvement of their relatives.

We received no concerns from relatives of those who were receiving end of life care at the time of our visit.

Staff had good knowledge of those who were receiving end of life care. The manager and staff ensured they respected people’s and their relatives wishes during this time. We witnessed staff liaising with health professionals about people’s end of life care.