Bowbrook House

People were supported by staff who were committed to promoting their wellbeing, independence and quality of life. Feedback from people, relatives and staff was overwhelmingly positive and reflected a service with a strong culture of kindness, openness and continuous improvement.

The service was led by a visible and approachable management team who promoted a family-oriented culture where people, relatives and staff felt valued and respected. Staff consistently demonstrated the provider's values and were motivated to deliver care which treated people as individuals. People were supported to make choices about their care and daily lives, and staff took time to understand what was important to them.

People and relatives told us they felt safe and well cared for. Staff understood how to recognise and respond to safeguarding concerns and worked proactively with healthcare professionals and external agencies to promote people's safety and wellbeing. There was a positive culture of openness and learning throughout the service, with staff feeling confident to raise concerns, discuss mistakes and learn from incidents.

People benefited from good access to healthcare support. Staff worked effectively with a wide range of health and social care professionals to ensure people received coordinated care and treatment. Assessments and care planning processes were comprehensive and regularly reviewed to ensure care continued to meet people's changing needs. Staff responded promptly to changes in people's health and wellbeing and supported people to achieve positive outcomes, maintain their independence and live healthier lives.

Staff promoted people's dignity, respected their privacy and supported them to remain involved in decisions about their care. People were encouraged to participate in activities which mattered to them, contributing to a positive quality of life.

The provider had established governance systems to monitor the quality and safety of the service. Audits and oversight processes were in place and were used to identify trends, monitor performance and drive improvement. Where we found some gaps in risk assessments, the registered manager was responsive to these findings and took immediate action to address this.