British Home & Hospital for Incurables Also known as The British Home

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

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At this assessment we have not looked at all quality statements under this key question and we have combined the scores based on the key question ratings from the last inspection in July 2021. At our last inspection we rated this key question good. At this assessment, the rating for this key question remains good. This meant people were supported and treated with dignity and respect; and involved as partners in their 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.

Despite some very positive feedback about staff many people did not always feel they were treated with kindness, compassion and dignity. Several people and relatives told us they felt agency staff and night staff did not treat them with the same kindness as the permanent/daytime staff. One person told us, “I’m not happy with the agency staff. They are rude to [family member].” Notwithstanding these concerns many people told us staff treated them with kindness and compassion. Positive comments included,” The staff are nice and friendly, respectful and kind” and “The carers are good and they all talk to me. I actually feel they do have that extra chat with you: they are a friendly bunch.”

Staff we spoke with were positive about providing kind and compassionate care that upheld people’s dignity. Comments from staff included, “The best part of my job is the satisfaction I get from knowing that the residents are happy with the care they receive” and “I ensure people’s dignity and privacy by treating them with respect, knocking before entering rooms, and making sure care is provided discreetly.”

External partners who worked with staff were complimentary about the kind compassionate approach taken by staff. One professional told us, “The staff consistently provide care with kindness and compassion, ensuring that patient dignity is maintained at all times, even in extremely challenging circumstances.”

During the assessment we observed staff to be polite and helpful. In general there was a good rapport between people and staff and we saw lots of warm, positive interactions. However, at times staff appeared to task focused and there were occasions such as mealtimes when we saw little interaction between people and staff.

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 they were supported to maintain and regain their independence. Comments included, “They encourage my independence. For example, they let me dress myself, even though it would be much quicker for them” and “I choose my own clothes and they help me dress.”

Staff told us they offered people choices and made sure people felt in control . One member of staff told us, “I offer residents choices all the time and communicate procedures to them so they can feel involved in decisions about their care.”

Staff were considerate and attentive to people’s needs. We saw people being supported to carry out daily living tasks with dignity.

Despite concerns raised about people not contributing to their care plans we saw lots of information recorded about people’s personal preferences and choices in many aspects of their care and support. Care plans also contained information about people’s preferences around the gender of their carers.

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.