Bedhampton Nursing Home and Specialist Care Unit

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's needs were met through good organisation and delivery. People and their relatives told us people received person-centred care. People were treated fairly and supported to receive care and treatment that was suitable for them regardless of any protected characteristics. People were effectively supported to plan for their future, and this included for end-of-life care.

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 they were involved in planning their care and the care they received was personalised to them. Care plans were written in a person-centred way and reflected people’s individual needs and preferences.

People were supported in line with their care plans and staff supported people to make choices about how they spent their day. However, we observed staff to be task focussed and did not always interact with people in a person-centred way. For example, when a person was being supported to move, staff did not always explain what they were doing and spoke to one another.

Staff told us about numerous examples where they supported people to receive good person-centred care. Examples included people enjoying activities that were important to them, staff helping people to maintain contact with those important to them and supporting people to be as independent as possible.

Processes in the home meant people benefitted from a good continuity of care. This was achieved by staff communicating about people’s needs through daily meetings and handovers. Records demonstrated referrals to healthcare professionals were made in a timely way and care plans were updated following their involvement if needed.

People and their relatives told us the service had good connections with health professionals such as GPs and nurses. They felt this provided good consistency of care. People were positive about the care they received from the service as well as external professionals.

Partners told us the service worked well with them to ensure people had good outcomes. For example, a professional external to the service said, “They [staff] are quick to identify if we [healthcare service] are needed.”

Staff and leaders were clear about how they worked with professionals external to the service to ensure people received good continuity of care. A leader provided an example of how a person’s health related needs continued to be met due to good joined up working between them and external services.

People felt they were provided with all the information they needed to have in a way that was suitable for them.

Staff understood the importance of communicating with people in their preferred way. A staff member provided an example of how 1 person was supported to communicate by using technology with good results.

People’s communication needs were comprehensively documented in their care plans. Staff followed this guidance. For example, 1 person was supported to use a letter chart to communicate and it was evident how staff used this in a way that suited the person well.

Staff told us they would act on people’s feedback. The deputy manager described how they had introduced activities for people over 6 days per week following feedback from a person. A staff member explained how the spotlights in the car park were keeping a person awake at night. They arranged with the maintenance person to put up black out blinds in the person’s room which the person was happy about.

The provider had a complaints procedure in place. Records demonstrated the policy was followed when the service received a complaint. We saw records that showed how feedback was acted on. This was in relation to food, decoration of the home and activities.

Although people did not always know the formal complaints process, most told us they were able to raise concerns and said these would be dealt with appropriately. Not all people said they felt involved in being able to provide feedback to shape the service. Some people told us they felt listened to whilst others said they were not always understood by staff when they provided feedback. The manager told us of their plans improve.

Processes were in place so people could access the care, support and treatment they needed. Records demonstrated people received care when they needed it, and this included in an emergency situation. The premises was designed in way that suited the people who lived there. For example, for some people who used wheelchairs.

People and their relatives told us they could access care, treatment and support when they needed it. 1 person received physiotherapy in their bedroom which supported their health.

Staff understood the importance of ensuring people accessed care and support when they needed it and told us how they supported people to do so based on their individual needs. A staff member explained how they arranged accessible transport so all people could get to hospital appointments. Other services were brought into the home such as dentists and opticians.

Partners were positive about how people were supported to access care, support and treatment.

Staff knew people well and responded to their individual requirements. A staff member described how they met 1 person’s cultural needs which included a particular diet and involvement from a family member, so staff increased their understanding of their cultural customs.

People told us they received care and support that was coordinated with them and were treated fairly and with respect. Care plans were detailed and provided guidance to staff about how to meet people’s holistic needs. This included any cultural, religious or disability needs for example.

The provider complied with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. Policies and procedures supported this.

People and their relatives told us they had opportunities to plan for their future. One person told us how they were being supported to plan for their future needs so they could continue enjoying outings. Another said they were involved with planning their end-of-life care.

There were policies in place about planning for the future, including end of life care. Staff understood how to apply the policies into day-to-day practice. Staff had received end of life training which provided them with the skills they needed to support people effectively at this time.

Nurses and care workers demonstrated good knowledge of how to support people at the end of their lives. They described how they did this with care and compassion. A staff member said, “If they [people] are declining I give them very gentle personal care. I make sure the room is warm and clean. I would make sure they are comfortable in their last days and respect their wishes. I would check on them very often.” The manager ensured people who were receiving palliative care saw a GP at least every 28 days so they were receiving appropriate care.