Bowes House

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 received person-centred care which respected their individual needs and their preferences. Staff knew people well and involved them in planning their care and support, and making decisions that would affect them. People were treated equally and given the same opportunities by staff who were knowledgeable about discrimination and inclusion.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People told us they are treated equally and given the same choices and amount of attention. One person told us, “Most staff are kind and caring, they treat me with dignity and respect.” People were asked for their views on how the service was managed and most knew how to complain. One person told us, “No abuse, no not at all, I would most definitely feel comfortable to raise any concerns.” Regular meetings were held for people and relatives to attend, so their voice and opinions were listened to and heard. A relative told us, “I have been invited to meetings and they contact me with any changes at the home, the communication is good.”

Staff told us they knew people well, they felt they engaged effectively with them and provided person centred care. One member of staff told us, "We’re like a big family, we all know each other." Another member of staff said, "We get to know people and we have all the information we need about them. I think the care plans are pretty good."

Care plans contained personal information, which recorded details about people and their lives. This information had been drawn together, where possible by the person, their family and staff. People’s communication needs were assessed and recorded in their care plans. Staff were aware of people’s communication needs and how to offer them support in ways they understood. There were systems and processes followed to consult with people, relatives, staff and healthcare professionals. Meetings were carried out, providing management with a mechanism for monitoring satisfaction with the service provided.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.