Buckingham House

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

People were treated with kindness, empathy and compassion by staff who knew them well. Their privacy and dignity were respected, their wishes were considered and their choices respected, to achieve the best possible outcomes for them. Staff supported people to live as independently as possible.

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 received care and support from staff who knew them well. People were complimentary about the caring nature of the staff.

The relationships between staff and people receiving support demonstrated dignity and respect. Staff spoke fondly about the people they support, often referring to them as, ‘like family’.

We received positive feedback from professionals who worked with the service.

Throughout our visit staff interacted with people in a warm and friendly manner. It was evident that people were comfortable in the presence of staff and even when people experienced moments of distress, staff were quickly on hand to support and comfort the person in a calm and gentle manner.

People and their relatives told us that they received the care that they wanted and were happy with the care received.

Staff knew what people could do for themselves and areas where support was needed. Relationships between people and staff were warm, friendly, and sincere. Staff were able to tell us detailed information about people's current needs as well as their backgrounds and life history from information gathered from people and their relatives.

We saw that staff focused their attention on providing support to people in a way in which was personalised to them. We observed people smiling and chatting. The overall impression was of a warm, friendly, safe and lively environment where people were happy.

The provider had processes in place to ensure they gathered relevant information about a person to ensure they were treated as an individual.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff told us they felt well supported by the management team. The manager who was in the process of becoming registered told us they received support from the managing director and provider. Staff told us the management team were visible in the service and they felt supported in their roles.

Processes in place meant staff were supported to carry out their duties effectively. Team meetings and supervisions were completed which gave staff the opportunity to voice any concerns or ideas they may have.