Briarwood

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

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.

Staff made sure people were at the centre of their care and treatment choices. Staff worked in partnership with people to respond to changes in their needs. Care plans were detailed and personalised. People told us staff were kind, caring and knew them well. We observed staff supporting people in an unhurried and respectful way, and relatives consistently described staff as compassionate and attentive to people’s individual needs. Staff described how they worked closely with families and colleagues to ensure care remained tailored to each person and meaningful.

People experienced consistently coordinated care, and staff worked well with external professionals to ensure care remained responsive to people’s changing needs. People’s care records were detailed and person‑centred, supporting staff to understand and meet individual needs. Staff were proactive when people’s health changed, making timely referrals and ensuring professionals had accurate information. External partners, including GPs, therapists and dietitians, consistently told us the team worked collaboratively, communicated well and followed professional advice to maintain continuity. Staff described effective teamwork and said they felt equipped to provide consistent support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People received appropriate and accurate information tailored to their needs. Communication plans were in place. Staff understood individual communication preferences and used supportive conversations to build trust. Relatives told us staff kept them updated about people’s wellbeing and any changes in their condition, and helped them feel reassured.

The service 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 felt staff listened to them and acted on their concerns, and relatives confirmed staff were approachable and responsive when they raised queries or offered suggestions. Staff feedback highlighted that suggestions for improvement were considered and acted upon. There was a strong culture of openness, and people described staff as approachable and responsive.

The service made sure that people could access the care, support and treatment they needed when they needed it. The management team understood the diverse needs of people and aimed to provide care, which is joined-up, flexible and supports choice and continuity. They provided services for disenfranchised people and those who had really complex mental health needs. Staff understood the diverse needs of the people living at Briarwood and worked flexibly to ensure everyone received appropriate support.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met. Relatives expressed confidence in the service, saying their loved ones were happy and their needs met.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future. Staff worked with families, external professionals and colleagues to review people’s current needs and plan for their move to alternative placements. Care records were updated in response to assessments, behavioural changes or risk information, helping staff anticipate and plan appropriate support. Relatives described how staff effectively communicated about the progress being made and the rationale for where would be an appropriate placement in the future.