Bee Home Care Limited

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

The service was caring. People told us they were consistently treated with kindness and compassion. They told us they felt listened to and valued as individuals. Staff were well supported and told us their wellbeing was considered. They told us they felt supported and valued.

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 that they were consistently treated with care and kindness by all the staff who worked for Bee Home Care Limited. They told us staff treated them with respect, maintained their dignity and treated them compassionately and thoughtfully. Many people told us the service they received improved their emotional wellbeing. One person who used the service said, ‘Staff are kind and pleasant and will help with anything I ask. They are an absolute joy’. Another person told us, ‘Staff are amazing; they really go above and beyond.’ People’s relatives agreed with one telling us, ‘Staff are very polite and helpful to us as family members; keeping us informed. We feel confident that the staff genuinely care for [family member] and that means the world to us.’ Another relative said, ‘The staff treat my [family member] with respect and dignity, raise their spirits and keep me abreast of their emotional and physical condition every week. We are lucky to receive such support.’

Staff told us they were treated with respect and thoughtfulness from senior managers and felt valued. They told us their personal circumstances were considered and supported, and some gave us examples of this. Staff consistently told us they thought their colleagues were caring and that the ethos of the service was one of compassion on all levels. One staff member said, ‘I think the caring aspect is good in the company, I really do. They are the best company and their values are as they need to be. Service users are first and foremost.’ Another staff member told us, ‘I feel valued and supported; this company has given me the chance to show what I am worth… I know if I am struggling with anything I can ask for help and will get it.’

One professional we spoke with told us how professional and caring the service had been when they worked with them to ensure a person received appropriate care. They explained how the service had remained professional through challenging circumstances and that their focus had always been the individual and what was best for them. They told us the service had done ‘an excellent job’ in working with them and the person to ensure the right outcome for them.

We received consistently positive feedback from people, and their relatives, in relation to how the service treated people respectfully and as individuals in control of the care and support they received. People told us they felt listened to and valued as individuals. One person who used the service told us, ‘Staff treat you as a person.’ One relative said, ‘Staff are all kind, responsive to my [family member’s] varying moods and good company.’ A second relative told us, ‘Staff treat my [family member] with respect. They follow my [family member’s] routines carefully and treat them with dignity. They make conversation as they provide support and are friendly and positive.’

Through discussions with staff they demonstrated they knew people’s needs well and showed respect towards those needs. Staff could tell us about the people they supported and what care and support they needed as individuals. One staff member demonstrated insight into the impact the service was having on one person and showed us they knew the person’s needs exceptionally well. The staff member said, ‘It’s about keeping the service user doing everything they want to do to be able to have the best quality of life.’

The service had a ‘Philosophy of Care’ in place that put emphasis on people being treated as individuals and the people we spoke with who used the service, told us this had been achieved. We saw that care plans were individual to people, included their holistic needs and focused on people’s strengths, abilities and aspirations. A service user guide was also provided to people at the commencement of service so they knew what to expect from the service and staff in relation to the individualised care being offered.

People told us staff encouraged them to remain independent and that they had control over the care and support they received. People gave us examples of how staff achieved this and this included in relation to accessing the community and things they enjoyed doing. People’s relatives agreed with one telling us, ‘Staff treat [family member] with care and respect and are always willing to help them with anything from administering ear drops to watering plants!’ Another relative described how staff gently but firmly encouraged their family member who lived with dementia to complete everyday tasks to help maintain independence. The relative said, ‘This enabled [family member] to remain in their own home.’

Staff were able to give us examples of how they supported people to remain independent and in control of the care and support they received. They described how they supported people with choices and empowerment. One staff member told us how they prepared meals together with a person they supported to assist with this whilst another told us how they encouraged a person to make choices in relation to what they chose to eat and wore that day.

People were provided with a service user guide at the commencement of the service which gave them information in relation to how their independence would be supported and how they remained in control of the care they received. We saw that care plans considered and supported people’s independence and were completed in a manner that put people in control of the care service they received. People were also provided with information on advocacy services should they need them.

We heard examples of where the service had provided care and support in times of crisis and emergency and the impact this had on people and their relatives. People spoke of a service that exceeded their expectations in times of crisis. For example, we heard instances of where the service provided extra support visits when a person became unwell and where staff remained with people when they required emergency medical assistance. One person who used the service said, ‘I had a fall once when staff were here. Suddenly I just fell. Staff called the ambulance and handled things very well.’ Another person who used the service said that whilst they hadn’t experienced the need for extra assistance in an emergency, they told us the service is, ‘Always willing to help on anything that might crop up.’

Through discussions staff demonstrated they were committed to providing a high quality service that kept people safe. They told us of instances where they stayed with people due to emergencies and how the service managed this, for example informing the staff member’s other service users that they may be late and keeping them updated. Staff had no concerns in how the service managed emergencies and unexpected needs and this was confirmed by the people who used the service and their relatives.

Staff talked positively about how the service supported them and their wellbeing. They told us they felt valued, appreciated and cared for. Some staff gave us examples of personal circumstances whereby the service supported them well through challenging times. One staff member said, ‘I find the management team helpful and I definitely feel supported. I could call them anytime of the day and feel welcomed. I am never fobbed off and they give me the time I need. They are very supportive.’ Another staff member told us, ‘I feel valued and that my voice is heard.’

There were processes in place to support staff, their wellbeing and their personal and professional development. For example, staff received regular supervisions and yearly appraisals and they were encouraged to complete qualifications that the service paid for. We saw that when staff returned from a period of absence from work, meetings were had with them to check they were fit to work and whether any adjustments were required to keep them safe. Staff also completed health questionnaires to support their health and wellbeing and identify whether any extra support was needed or adaptions required.