5-6 Prior's Court Cottages: Bradbury House

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People were treated with kindness, compassion, dignity and respect. Staff knew people well and respected people’s choices. Staff supported people in achieving positive outcomes that were important for them. People were supported to make choices to maximise their independence. Care interactions we observed demonstrated people received support that met their individual preferences. The planned approach for each person was tailored to meet the individual’s needs. The provider followed the Right Support, Right Care, Right Culture guidance.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff provided examples that demonstrated how they treated people with kindness and compassion and were able to talk about different ways in which they respected people’s privacy and dignity. Staff knew and respected people they were supporting, including their preferences. Staff supported people to express their views and to be actively involved in making decisions about their care, support and treatment as far as possible. Staff recognised when people needed support from representatives to help them understand and be involved in their care. Staff were also skilled in responding to people’s emotional needs in a way that positively impacted on people’s wellbeing.

People were treated by staff with kindness and compassion. A family member told us, “[Person] is very well cared for and staff are very attuned to [person’s] needs, as [person] isn't able to communicate when they are feeling unwell. We are kept informed of any medical issues and onsite nursing team supervise any medication.” Other comments from people’s relatives included, “I’m very happy with the care and support [person] is getting at Bradbury. [Person] has a daily time table which [person] follows. This helps [person] to feel in control of [person] day” and “This ‘going the extra mile’ culture goes right through the organisation.”

People were observed to be treated by staff with kindness and compassion. We observed staff responding in a compassionate, timely and appropriate way demonstrating appreciation for people’s emotional needs. Observations identified the support was person centred and delivered at the right level and intensity for people.

Staff worked in collaborations with external professionals and any feedback or comments had been considered, valued and incorporated into people’s care planning to ensure a person centred approach.

The provider ensured individualised and person-centred care plans were in place, reviewed regularly and they identified needs and strategies on how to best support people. The team strived to improve the quality of people’s life. The provider’s ethos which was demonstrated by the team prioritised people as individuals and focused on their strengths, abilities, aspirations recognising their culture and unique backgrounds. The provider ensured communication needs were met to enable people to actively contribute to their care, treatment and support to achieve meaningful outcomes. People and their representatives were fully involved in their care planning. Staff praised the comprehensive processes surrounding the assessment of people’s needs. They told us the provider’s unique system enabled a multi-disciplinary approach to improve the outcomes for people.

Observations demonstrated people benefitted from a planned approach of care focussed on improving the quality of their lives. We saw staff recognised people’s needs and knew and respected people’s choices and wishes. We observed social stories being actioned in line with a communication support plan and using positive encouraging language. We observed kind and supportive interaction by all staff who provided gentle reassurance and explanations to people.

Staff consistently spoke about their roles with pride, passion and had a detailed knowledge about people they supported. Staff demonstrated a commitment to celebrating people’s individual strengths and abilities to support people to achieve their dreams and ambitions.

People benefited from the exceptionally caring culture that was demonstrated by the entire team. Peoples’ relatives told us the care people had was exemplary. One person’s relative said, “The caring ethos and recognising every resident as an individual are outstanding features of the provision in our view.” The provider was committed to promoting people’s independence and recognising their individual needs. One relative said, “Yes, when we discuss [person] with staff, both the care staff and at the management levels, they do seem to 'know' [person] as an individual.” People received meaningful and carefully planned support focussed on improving the quality of their life. Staff anticipated people’s needs and provided respectful support and care, always upholding people’s privacy, and dignity. The staff were committed and dedicated with an exceptional focus on supporting people to live a fulfilled life where their individual choices mattered. The staff had a comprehensive understanding of the transition process whereby people and families were well supported. A family member told us how their expectations have been exceeded and said, “Our experience is that both Bradbury House and the wider Prior’s Court team have been absolutely fantastic, and it is down to all of them, individually and together, that we have a provision that we are happy with and think that [person] will thrive in.”

The provider ensured processes were in place to support people to maintain relationships that were important to them. The provider ensured people had appropriate equipment in accordance with their care needs to encourage their independence. Care plans included how people were to be supported to make their own choices with the focus on their strengths. People were supported to be involved in their care which ensured they had as much control and independence as possible.

People benefitted from empathetic staff that promoted people’s independence and their individual choices. People were supported by staff that knew how to ensure meaningful communication. A family member told us, “We understand that staff use visual supports to offer [person] a choice of activities.” Another relative told us, “[Person’s] good at making [person] feelings and preferences known. For example [person’s] very particular about [person] clothing preferences so [person] key-worker takes [person] shopping so [person] can choose [person] own clothes.” People were supported to maintain relationships with loved ones. One relative told us, “[Person’s] mother and I are able to visit and/or communicate with [person] at any time, and Prior's Court has always gone to any lengths possible to facilitate this. As regards meaningful activities, things that motivate or interest [person], or bring [person] happiness, have always had a place in [person] care and education.”

Staff understood the importance of promoting people’s independence and right to control their individual choices, effectively communicating with them in line with their communication plans.

Staff and managers were committed to provide a holistic, multi-disciplinary approach to each person’s care and to ensure successful outcomes are set and achieved as much as possible. Staff spoke about the confidence their training had given them to support people in line with best practice. Staff demonstrated a comprehensive knowledge of people’s individual triggers when experiencing episodes of distressed behaviour and how to reduce their anxieties, discomfort or distress.

We observed staff interacting with people in a sensitive manner, responding quickly to their needs, wishes and known behavioural triggers. Observations demonstrated the approach to support each individual was person centred and delivered at the right level and intensity for them.

Observations, feedback from people, staff and managers and records showed there was a planned approach for each person focussed on the quality of their life. A family member told us, “[Person] is very well cared for and staff are very attuned to [person] needs, as [person] isn't able to communicate when [person] is feeling unwell. We are kept informed of any medical issues and onsite nursing team supervise any medication.” Staff were responsive to people’s needs, for example, supporting a person to implement a change in their diet. This was confirmed by a family member who told us, “The team at Priors Court worked with me, a dietician and the school nurse to train staff and implement the plan over a period of 6 months.”

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.