Bowfell House is CQC Outstanding

Nov 4, 2021 / Posted By Alice Monaghan

In early 2015 we were advised that our bid for the old Flixton Branch Library had been successful. That set in motion a period of planning and reflection. We wrote business plans and Vision Statements and engaged with funders and other stakeholders. We talked to other professionals and took advice from a number of sources. But in the end we were always driven by a very simple objective – to make Bowfell House a great place to live and work.

Over the intervening 6 years this has meant lots of hard work by lots of people, some ups and downs and one or two sleepless nights. We built a team and dared to dream big. But nowhere in our business plan did we consider what to do in the event of the largest pandemic in living memory.

Fast forward to 2021 and Bowfell House is becoming established as a member of our local community and provider of high quality care. We were delighted to be awarded a carehome.co.uk Top 20 Award and be represented at the delayed 2020 Great British Care Award North West Regional Finals.

In the end though the most important measure of any care home is provided by the CQC in the form of inspection. We are pleased to share our OUTSTANDING results!

  

Summary:

  • Opened in October 2019 Bowfell House was an exciting step for The Knoll Care Partnership as their first purpose-built facility.
  • The family owned and run business has been providing high quality care in Trafford since 1988. Registered Manager Claire Callaghan brings many years of expertise and is highly visible and well regarded. Claire is supported by an exceptional team of Care Managers, Care Team Leads and Carer’s. During the pandemic the role of the domestic, laundry, kitchen and estates staff has been brought to the fore as the home continued to provide safe and effective care, nourishing meals and a great dining experience as well as a range of meaningful activities.
  • Bowfell House sits on the site of the former Flixton Branch Library
  • Bowfell House offers a high specification and exceptional levels of service
  • Throughout the pandemic the home maintained the highest standards and went the extra mile to provide exceptional care with open lines of communication with all stakeholders to keep every informed in what were difficult times.
  • Despite the restrictions in place the home put on a celebration party to mark its first anniversary and used digital technologies to make sure family and friends could join in the fun virtually.
  • The home has a fantastic staff team who have enriched peoples lives even during the periods of national and local lockdown.
  • Bowfell House is a carehome.co.uk Top 20 Award winner
  • The home provides a range of meaningful activities which have maintained spirits and resulted in both physical and well-being improvements noted.
  • Bowfell House has been nominated for 5 awards at the Great British Care Awards with the regional finals to be held on November 13th. [Photos of the team / nominees can be provided]
  • In the first 9 months of 2021 the CQC inspected 1699 care homes (without nursing). Of them 160 (9.4%) were rated Inadequate, 774 (45.6%) Requires Improvement and 760 (44.7%) Good. Only 3 were rated Outstanding. That’s 0.2%. Bowfell House was inspected in July and August 2021. The report published on 27/10/2021 rated Bowfell House as Outstanding in 4 areas and Outstanding overall.
  • As far as we are aware Bowfell House is the first care home this year to be rated Outstanding in 4 areas!

 

From the CQC Report:

  • People were at the heart of the service; receiving outstanding care that was personalised to them
  • Without exception people, relatives and professionals were full of praise about Bowfell House and the whole staff team.
  • Bowfell House was exceptionally well led and this was consistently echoed by people and staff we spoke with. There was dynamic and effective leadership within the service. The family-run service was well- organised with an open and transparent culture at the fore. Morale in the service was extremely high; with staff proud to work at Bowfell House and remarkably motivated and enthusiastic about delivering high quality care.
  • Distinctive leadership at location and provider level had achieved a service that was outstandingly effective, caring and responsive.
  • The registered manager led by example and was passionate and committed to ensuring people received tailored care to meet their diverse needs.
  • Feedback about the service from people and those close to them was remarkably consistent and exceptionally positive
  • All staff demonstrated extremely compassionate, attentive and caring approaches in their interactions with people. They consistently promoted and encouraged people’s independence and treated them with the utmost dignity and respect. People and their relatives were extremely complimentary about the approach of the staff and the management team. People and relatives shared numerous examples of how 3 Bowfell House Inspection report 28 October 2021 compassionate and dedicated staff repeatedly went the extra mile to ensure they were satisfied with all aspects of their care and achieved positive outcomes. This had not wavered during the COVID-19 pandemic. Everybody we spoke with said they would highly recommend the service.

Effective:

  • One relative told us about the increased confidence staff had instilled in their family member and said, “Most importantly our [relative] has settled well and is thriving in the fabulous environment that is Bowfell [House].”
  • The service significantly improved people’s quality of life and self-esteem. This was through exceptional care and best practice approaches.
  • The home had been specifically designed to meet the needs of people living with specific health needs, including dementia. During the building phase the provider had involved various professionals to meet the needs of people and ensure best practice was reflected.

Caring

  • Interactions between people and staff were warm, kind and showed they knew each other well. People had the highest regard for the whole staff team at Bowfell House, including management. All of the people we spoke with could not praise the staff highly enough and some people wrote little messages of appreciation for the staff and gave them to the registered manager.
  • A care worker offered reassurance and words of encouragement to someone who wanted to stand and walk. They were on hand if help was needed but recognised the person wanted to do it independently. The care worker displayed patience and empathy with their actions and in their interactions, and we saw this mirrored in the culture of the whole staff team.
  • Staff were highly skilled in engaging with people. They consistently treated people with compassion and took every opportunity to involve and motivate people, so they received the best care and support for them.

Responsive

  • The service truly enriched people’s lives, as well as making a significant difference to those of their family members. People were supported to achieve both large and small life goals or take on personal challenges
  • People told us about activities on offer at Bowfell House and how all staff were dedicated with lifting people’s spirits. This had been extremely valuable and most appreciated during the pandemic.
  • People benefitted from the activities held at the home with both physical and well-being improvements noted.
  • Care staff had ensured that relationships important to people living at Bowfell House continued to be nurtured during the periods of local and national lockdown. All went the extra mile to make sure arranged visits happened so no one was disappointed.
  • People and relatives highly commended staff’s ability to respond with patience and knowledge especially when people were down or upset. People and those close to them praised staff’s highly person-centred care and understanding, which put people at ease and truly enriched their lives.

 

Well-led:

  • Managers and the staff team were dedicated to providing the highest quality care and to improving the well-being of all those in their care. The service’s outstanding effectiveness, care delivery and responsiveness were a credit to the organisation and indicated excellent leadership both at location and provider level.
  • “The embedded values and culture at Bowfell House are filtered through the team from senior management. Senior Managers are an inspiration to the team.”
  • “Care is exemplary from every member of the team”, “The staff know the residents well and take great pride in their roles” and “Nothing is too much trouble.”
  • The exceptional culture of the service was led by a highly respected registered manager. Staff told us managers and leaders were highly visible and accessible. The service was passionate about creating a culture of greater understanding and support and welcomed and embraced diversity.
  • The service demonstrated creativity, flexibility and innovation in the new approaches adopted during the pandemic.

Written By: Alice Monaghan

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Thoughts of our Customers

  • My sister has been resident in Bowfell House since its opening last year. The care and attention she has been given is second to none in all respects. The management team are always available if needed and keep us regularly informed of her condition and also as to all the various activities that are taking place. The care home staff are equally in touch with us as needed. We have no concerns as to my sister's wellbeing and are always…

    Barbara (Sister of a Resident)

  • My mum has been a resident in Bowfell House since it opened in September/October 2019. My review, luckily, incorporates my time spent in Bowfell House with my mum up until Covid restrictions came in to place. The move initially and transition for Mum was perfect, it ran smoothly and we as a family had no concerns or worries for Mum, as she settled in very quickly to her new surroundings. The home is run with a team who are very…

    Maddy (Daughter of a Resident)

  • My Mum went to stay at Bowfell House in May 2020. Prior to her going in my sister, aunt and myself visited the home and met residents and staff. A member of the management team also came to visit my Mum. I found them to be friendly, warm, caring, compassionate and genuine with the person at the centre of all they do. Bowfell House offers an environment similar to that of a high-quality hotel with luxurious, co-ordinated furnishings which provide…

    Sarah (Daughter of a Resident)

  • Bowfell House is purpose built to cater for all the needs of the residents. While it is a lovely building ....... it is the staff that make you feel secure in the knowledge that your loved one is being well looked after  

    Daughter of a Resident

  • Bowfell is a sparkling new state of the art care home which continues to keep hold of the traditions set by Fairways. The attention to detail is second to none, in fact .... I would like to reserve a room! Over the last few weeks I have found myself dancing, singing and playing the maracas, what a great atmosphere for the residents and their close family

    Son of a Resident

  • I cannot praise ALL the staff highly enough for their excellent care and compassion towards my mum.  The home is spotless and the atmosphere is calm and welcoming.  My mum has improved with her mobility, and eating since moving in. Our Family have been involved in all care making decisions for mum and welcomed when we visit. You should all be very proud :)

    Daughter of a Resident