Archived: Northbrook

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

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The service closely monitored people’s health and wellbeing. We observed staff communicating with people with kindness, patience and respect.

When people were distressed or displayed challenging behaviours, staff responded with empathy and reassurance. They identified individual triggers and used calming strategies such as soft tones, positive reinforcement, and personalised techniques. These approaches were regularly reviewed and adapted to remain effective.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff respected people’s individuality and addressed personal, cultural, and protected characteristics in care planning and delivery. Care was person-centred, reflecting people’s strengths, abilities, aspirations, and backgrounds.

Communication plans were detailed, enabling staff to understand both verbal and non-verbal cues. Staff consistently advocated for people with external professionals, ensuring their needs, preferences, and rights were understood and met.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff promoted independence and choice and supported people to make decisions about hobbies, meal planning, medicine and healthcare appointments.

Care plans contained comprehensive, accessible guidance on people’s preferences, needs, and required equipment to maximise independence and positive outcomes.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. We observed staff communicated with people effectively and in good time.

Staff observed and responded to people’s needs in a timely and sensitive manner, including changes in mental health and behaviours that challenge. They used de-escalation techniques, distraction strategies, and personalised support plans to reduce anxiety and promote wellbeing. Staff communicated consistently and meaningfully, enabling people to engage in daily activities and work towards their personal goals safely.

Rotas were carefully planned to maintain continuity of support, ensuring familiar staff were available to provide reassurance and reduce the likelihood of behavioural escalation. Care arrangements were regularly reviewed with input from external professionals, such as community mental health teams, psychologists, and social workers, to ensure responses remained appropriate when mental health or behaviour-related needs changed.

Staff ensured interventions were person-centred, least restrictive, and promoted independence while maintaining safety, dignity, and positive outcomes for people living in the service.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

The provider supported staff wellbeing and recognised its impact on delivering high-quality, person-centred care. Induction processes were thorough, providing opportunities for shadowing experienced staff.

Ongoing training, supervision, and clear accountability supported staff development. Duties were delegated equitably, and staff were encouraged to take on additional responsibilities and pursue career progression. A stable, supported workforce contributed to consistent care delivery and positive outcomes for people.