Rosewood Lodge & Brook 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

Caring – this means we looked for evidence that the service 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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. One person told us, “I can confide in staff safely, they would keep it confidential.”

We observed staff to be kind and caring and they treated people with empathy and compassion. People told us they liked the staff. One person told us, “They are friendly staff, and they are helpful.” Other comments from people included, “All the staff are brilliant, they do care about the people here and ask if I am happy,” and “Staff are very nice, they couldn't be much better.” Comments from professionals included, “I have found this particular provider caring, hard working with a genuine interest in their clients,” and “Interactions between staff and residents show compassion and a strong rapport, contributing to the delivery of dignified, person-centred care.”

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.

Throughout our visit we observed people being treated as individuals. People told us they were able to make choices about their day to day lives. One professional told us, “I always get the sense that residents are considered as individuals and supported in ways that demonstrate the way they are valued.”

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

Care plans identified what people could do for themselves and the support they needed from staff. Staff understood the importance of promoting people’s independence. People confirmed staff encouraged and prompted them to do things. One person told us, “Staff encourage me, and I get involved.”

One professional told us, “I have always found the staff team at the home caring and responsive to residents’ needs and also wishing to promote their independence as far as is possible and focus on residents’ needs and wishes.” Another professional commented, “[Name of registered manager] and the team work with [name of person] in a caring and compassionate manor which they respond well to.”

People were supported to access opportunities in their community. This included local cafes, shops and going out for day trips. One professional told us, “The management is continually promoting activities for their clients and looking for creative ways to rehabilitate patients and forge an independent lifestyle.” Another professional told us, “I particularly appreciate that staff encourage [name of person] to engage in meaningful activities, the care team note the importance of therapeutic engagement and there is always plenty for [name of person] to do.”

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.Staff worked with people with very complex needs and knew how to respond to any signs of distress or discomfort. We observed staff knew people well and the things which may cause them to become anxious. This enabled them to quickly respond to maintain people’s wellbeing. One professional told us, “The team contact me as soon as they have any concerns relating to [name of person’s] mental health and whenever I visit, they offer me an in-depth handover of their presentation, issues and difficulties which is extremely beneficial as a clinician.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Systems and processes were in place to support workforce wellbeing and enablement. Staff felt supported by management. One staff member told us, “I am happy here, our wellbeing is considered, yes.”

The provider sent out a staff survey to obtain feedback from staff. The last survey was completed in May 2024, and an action plan had been created in response to the feedback.