Bramcote Hills Care 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

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question inadequate. At this assessment the rating has changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were not always treated with dignity. One person had made a staff member aware they required their incontinence pad changed before their lunch. However, the staff member did not take any action, and we observed the person to be supported with their lunch. We reported this to the management who took action.

The management team told us the senior staff and management had been completing observations since our last visit to ensure people were treated with kindness, compassion and dignity. They had not found any concerns during their observations. However, during our assessment we continued to find concerns. For example, one staff member shouted across the lounge that a person needed to use the toilet. This meant people’s dignity was not always protected.

We have not received any feedback from partners in relation to this quality statement.

We observed a number of incidents where people’s dignity had not been protected. For example, we observed a person to come out their bedroom in their underwear and no staff were present to support and a visitor had seen this. This was reported to the operations manager. We observed staff to have a lot more time at this visit and treated people with kindness.

People had not been involved in their care plans to ensure staff had clear information and guidance to follow on how they would like to be supported. One person told us, “No I haven't been involved in my care plans. Not that I can remember.” People told us some improvements had been made and there were more social activities.

Staff told us they had more time to treat people as individuals because there were sufficient staff. Staff told us the care plans were still in progress. The management team were updating the care plans to provide them with clear guidance.

We observed people were not always treated as individuals. As stated in other parts of this report, one person was in a deep sleep and a staff member was supporting them to eat. This meant people were not always treated as an individual.

Processes and systems were not always in place to ensure people’s care plans were person centred to allow staff to have clear guidance on how to treat people as individuals. The management team were working on this and told us they would put a process and system in place to ensure people and their relatives where required would be involved.

People told us they were supported to have choice and control over their own care. One person told us “Oh yes, I do have choice. Well, I make my decisions when I go to bed, and when I get up. They have never told me I have to get up.” We were not assured people were always participating in social activities of their choice. It was not clear who decided what activities were planned and how decision were made. This meant people did not always have control over how they would like to spend their time.

Staff and management could not fully explain how people were provided with opportunities to ensure they had full control over their care and support needs. Staff were able to explain limited information about people, such as who lived at the care home and who could do their own care tasks such as personal care.

We saw some improvements had been made. We observed people who displayed distressed behaviour were better supported to participate in activities more to ensure they did not become distressed due to boredom. However, we observed people were not always supported in a timely way when they needed help with continence care.

Staff did not have clear guidance on how to support people to be as independent as possible. People were not supported to understand their rights by using different ways to communicate. One person required support from a staff member at all times. There was clear guidance on the person’s preferred routines. People could easily access their friends and family. There were no restrictions on people having visitors to the care home. There was not regular meetings or other systems in place for people to feedback.

People’s immediate needs were not always met. One person told us, “Its only recently, I don't know [staff members] name. They have red juice which I don't like, I asked them to change it, but [staff] response made me know they were annoyed. That isn’t the first time that’s happened in a year. [staff member] said they should be bringing it later, but I wanted it now because I wanted to go to bed, and that is when [staff member] huffs.”

Staff told us they tried to ensure peoples immediate needs were met and it had improved since our visit, but they completed their daily notes still at the end of each shift regarding the care people have received. This meant there was a risk of not identifying concerns and risks to peoples care and support if information was not updated within appropriate and real time.

We observed people’s immediate needs were not always responded to as stated throughout this report.

Staff told us their wellbeing was much better and they were able to speak up and felt listened to by the new manager. The new manager told us they were working on improving staff’s wellbeing because they were not always treated fair by the previous management team. They told us measures had been put in to ensure staff were supported.

There were processes for staff to provide feedback, raise concerns and suggest ways to improve the service. The new manager ensured staff were supported to feel valued and supported.