Rosewood Lodge & Brook House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 86 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People told us they received care and support which was personalised to them and felt they had autonomy over their routines. One person told us, “I can live the life I want to.” One staff member told us, “The support we provide is personal to the individual, it’s about their choice, people make their own choices, they are prompted. We know people well and their daily routines, people go out when they want.” A health professional commented, “I have seen that the staff are very person centred and responsive to the individual’s needs.”

The service had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Staff worked exceptionally well with other professionals to make sure people’s needs were met. Comments from professionals confirmed this. One professional told us, “Responsiveness is excellent, a key element of the effectiveness of responses has been the swiftness of communication and ability to respond.” They gave us an example of how the service had worked “In close harmony” with a range of professionals to support 1 person. The professional told us because of this the person was able to, “Handle serious challenges.” Another professional commented, “My professional belief is that Rosewood Lodge Brook House should be held up as a flag ship in how to work with severe mental health problems and addiction.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans contained information about people’s individual communication needs. Staff knew people well and were able to relay information to people in ways they would respond to.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us they were listened to and if they had any concerns they would talk to the registered manager or staff. One person told us, “I can talk to some members of staff if I’m worried.” Another person commented, “I would speak to [name of registered manager] if I was unhappy, they are alright.”

People told us they met with their keyworkers and discussed their care plans and if they were happy with their support. People were involved in reviewing and signing their care plans regularly. One person told us, “[Name of staff] goes through the care plan with me.”

The provider sent out annual surveys to people to gain their feedback. The last survey had been completed in May 2024, and an action plan had been developed in response to feedback received.

The provider had a complaints policy in place, there had been no complaints raised in the past year, the registered manager told us if people had any concerns these were addressed at the time before they escalated into complaints.

The service was exceptional at ensuring people could access the care, support and treatment they needed when they needed it. The service worked with people with complex needs and some of them struggled to engage in services. One professional told us, “The staff work collaboratively with us. There has been a lot of close working with 1 person who has disengaged with services resulting in joint visits and sharing of information between family and services.”

We received unanimous positive feedback from professionals and many examples’ demonstrating the positive impact staff support had on people. One professional told us, “I can say with conviction that the team there do a wonderful job in managing some people with severe, enduring and very complex mental health needs.”

We saw a comment from another professional that stated, “Rosewood Lodge Brook House staff and management manage a difficult client group. They liaise with our team about people, their needs and shared concerns in a joined-up collaborative way keeping people’s welfare as the main focus. They are not recognised enough for the work they do to enable people to remain in the community.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. The service supported people who were at risk of experiencing inequality in their experience and outcomes. They proactively worked with professionals to overcome barriers and support people to engage in services, this had been achieved by building trusting relationships with people and advocating on their behalf. One professional told us about how staffs “Trusting relationship” and “Timely intervention” with a person supported them to avoid a negative outcome. Another professional commented, “A lot of [people living at the home] have severe and enduring mental health needs. Despite this, staff at Rosewood Lodge and Brook House manage and support these individuals extremely well, often where other placements have continually failed.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Some information about people’s wishes regarding treatment was detailed in their care plans.

The registered manager told us they were in the process of discussing with people their end of life wishes. Some people were refusing to engage in this conversation and the registered manager confirmed they would ensure this was recorded in people’s care plans. The registered manager gave an example of how they had supported a person at the end of their life by working with a range of professionals, they told us remaining at the home was a better option for the person.