The George Brooker Care Society Limited

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 changed to outstanding.

This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People described warm, trusting relationships with staff, saying, “Nothing is too much trouble,” and “They are kind to me and will always have a chat.” Relatives echoed this, praising the cleanliness, the quality and consistency of staff, and the way residents were known and treated as individuals.

Care was delivered in ways that upheld individuality and choice, with kindness and respect underpinning every interaction. Relatives told us staff protected privacy during personal care and involved people in decisions, using gentle encouragement where needed to support essential tasks without undermining autonomy.

Observations showed staff engaging thoughtfully and at people’s pace—using humour sensitively, creating warmth during activities, and responding immediately when comfort was needed. Staff took time to understand people’s life histories, personalities and preferences, building meaningful connections; one person described their favourite carers as those they could “chat about their past.” Privacy and dignity were consistently reinforced through practice, such as staff knocking before entering rooms, while leaders remained visible and routinely checked that standards of compassionate care were sustained.

Staff also extended this respectful and compassionate approach to colleagues and professionals from other organisations, contributing to a positive and collaborative environment. One professional said, “It was clear that residents are treated with respect, their dignity and diversity always preserved. Staff were seen to treat residents with kindness, compassion and empathy.” Another told us, “The manager and her team fully support all residents’ choices and preferences where practical and will endeavour to find alternative solutions if any choices are ill advised, explaining to the resident why a particular activity is unsafe/unwise.”

This culture extended beyond the home, with professionals describing care that preserved residents’ dignity and diversity, and a team that supported choice while explaining risks and offering safe alternatives. Staff showed strong understanding of communication needs and dementia, recognising early signs of distress and intervening calmly and respectfully; we observed gentle hand-holding used to guide people reassuringly at lunchtime. The home felt welcoming and joyful, and effective audits and visible leadership provided ongoing assurance that care was consistently compassionate, dignified and person-centred.

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

Care plans were person-centred and focused on individuals, ensuring people were treated with dignity and respect. They included detailed information about communication needs, interests, cultural backgrounds, important relationships, and preferred routines, all discussed directly with people during assessments and reviews. This approach ensured care was tailored to fit around people’s lives, supporting engagement, positive experiences, and holistic outcomes.

During the inspection, we observed several positive, light‑hearted interactions between staff and people using the service. In one instance, a staff member playfully added a second word to a person’s first name, creating a humorous alternative meaning. This elicited a smile from the individual and contributed to a warm exchange.

Another observation, a person entered the main office and spoke with the registered manager about their weekly pay. The registered manager provided the person with a sum of £200 using artificial money. This approach supported the person, who was living with dementia, to maintain a sense of routine, independence, and reassurance around their finances, reducing potential anxiety or distress. It also demonstrated a personalised approach to care, as staff responded to the individual’s specific needs, preferences, and lived experience. The interaction was calm, friendly, and respectful throughout, and the person thanked the registered manager after receiving their pay.

This interaction demonstrated a relaxed and positive rapport, showing that the registered manager engaged with the person in a way that was comfortable, respectful, and mutually enjoyable.

People’s spiritual needs were supported and respected. Individuals received visits from representatives of local religious organisations and were supported to attend a local church where they wished to do so. The service was also supported by a local church to facilitate these opportunities, including access to a dementia choir. The deputy manager shared the provider’s social media page, which showed people participating in activities such as singing hymns. One relative said, “[Person]’s joined the dementia choir – there was always music in his house. We’ve bought [person] a CD player and CDs of choral music he liked.” Participation in the dementia choir had a positive impact on people’s wellbeing, promoting social interaction, reducing feelings of isolation, and supporting emotional expression and enjoyment.

Relatives and people consistently confirmed that staff had a deep understanding of individuals’ needs and preferences. One relative said of their family member, “I would have no hesitation in recommending The George Brooker Care Society Limited as a first-class care home,” and added that their loved one “is happy here and has a great social life now.” Another relative described how important it was for staff to maintain established routines for the person, highlighting the consistency of care provided. These examples demonstrated highly personalised care that supported meaningful, life-enhancing outcomes for people.

The provider was exceptional at promoting people’s independence, ensuring individuals understood their rights and had choice and control over their care, treatment, and wellbeing.

The provider had a well-established and proactive activities team that delivered a wide and varied programme to meet people’s diverse needs. This included large group activities, smaller group sessions, and personalised one-to-one support. People were also supported to access local parks and the wider community, promoting inclusion and helping individuals feel fully integrated.

The activities included dementia-friendly activities designed to maximise engagement for those living with cognitive impairment. Throughout the day, we observed people taking part in sing-alongs, reading newspapers, engaging in arts and crafts, and playing with baby dolls. Staff also supported people to attend a local church session, ‘Singing for the Brain’. People spoke positively about the opportunities available. One person said, “I really enjoy the activities here; they have a lot going on.” Another said, “The staff are very kind and do talk to me; yes, they have a lot of activities going on and I do join in some of them.” These approaches demonstrated a strong and embedded culture that promoted independence, upheld people’s right to choose, and empowered them to maintain control over their daily lives.

Throughout the site visit, we observed staff consistently offering people choices and allowing them the time they needed to make decisions about their care and treatment. Staff ensured timely action was taken so people had access to the correct treatment and equipment to maximise their wellbeing and independence. For example, one person had previously been unable to access communal areas due to reduced mobility. Staff worked proactively with healthcare professionals, including occupational therapists, to assess their needs and source appropriate equipment, such as a specialist wheelchair and mobility aids. With personalised support, reassurance, and encouragement, the person was able to safely access communal areas and the garden, significantly improving their social interaction and overall wellbeing.

There were many similar examples where people’s quality of life had been enhanced through timely access to the right support and equipment. People, relatives, and staff described these moments as highly emotional, highlighting how regaining independence—no matter how small—brought a strong sense of achievement and joy. People experienced positive and social mealtimes where their choices and independence were respected. Staff supported people at a pace that suited them, offering alternatives where needed and ensuring people could choose what and where to eat. Relatives told us the service catered for individual preferences, with one commenting that small personalised touches “make [family member] feel special.” Staff also ensured people were served together, promoting a shared and inclusive dining experience.

People were supported to make everyday choices, such as what to wear and how to structure their day. Staff encouraged independence through calm, unhurried support and positive reinforcement. We observed staff praising a person for standing with their walking frame, which helped build their confidence. People told us staff took their time and never rushed them. Relatives confirmed that staff listened to and acted on family preferences in ways that enhanced people’s comfort, social engagement, and emotional wellbeing. One relative told us, “There are a very varied set of activities… If my [person] doesn’t feel like joining in, staff will come to their room.” This demonstrated how staff adapted their approach to meet individual needs. People received care from staff who were kind, empathetic, and dedicated, and who consistently encouraged individuals to maintain or regain independence and develop new skills.

The provider was exceptional in how they 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.

The service supported people living with dementia, and staff demonstrated a strong understanding that people may sometimes become distressed due to changes in perception, memory, or environment. Staff were able to describe how they identified triggers, provided reassurance, and supported people to express their emotions in a safe and respectful way. This included adapting communication methods to meet individual needs.

We observed staff responding to people in a timely and caring manner. When a person became upset, a staff member immediately approached, gently held their hand, and offered reassurance, remaining with them until they were settled. A relative told us, “The staff are very attentive and provide support when it is needed; they are amazing carers.”

People had access to call bells and sensor alarms, which enabled staff to respond promptly to their needs. We observed that people did not have to wait for support, and assistance was provided in a timely way. This responsiveness helped people feel safe, comfortable, and well supported, contributing to positive outcomes and reassurance in daily life.

Staff knew people well and were able to recognise changes in presentation that may indicate illness or distress. Records demonstrated that staff took appropriate and timely action, and systems were in place to ensure concerns were escalated and medical advice sought when required. This ensured people received safe and responsive support to meet their immediate needs.

Staff had also received specific dementia training, which significantly enhanced their understanding of how people living with dementia experience the world. This included how memory loss, confusion, and environmental factors can contribute to distress and how behaviours may be a form of communication. Staff used this knowledge to respond in a calm, patient, and person-centred way, focusing on reassurance, familiar routines, tone of voice, and non-verbal communication. For example, when people became distressed, staff used gentle reassurance, supportive touch where appropriate, and distraction techniques such as conversation or familiar activities to help them feel safe and settled. This demonstrated a highly skilled and empathetic approach, resulting in reduced distress and improved emotional wellbeing for people living with dementia.

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

Feedback from staff about the registered manager was consistently positive. Staff described the registered manager as supportive, approachable and highly involved in the day‑to‑day running of the service. Comments included, “Whenever I need anything, I ask the manager and they support me”, and “[Registered managers name] always asks how you are and is very supportive”. Staff also told us the registered manager was visible and often worked alongside the team to provide additional help when needed.

The registered manager supported staff’s religious and cultural needs through flexible working arrangements. Flexibility was also offered to staff with family commitments or health needs, with duties adapted or flexible shifts implemented where required to promote staff wellbeing.

New staff received a comprehensive handbook outlining the provider’s ethos, philosophy of care, and commitment to respectful language. A buddy system supported new starters until they felt confident in their role. Staff received regular one‑to‑one supervision, and access to training through e‑learning and external programmes.

Staff across roles described pride in their work and commitment to the people they supported. A long-time staff member said, “I love working here” reflecting stable retention and positive workforce experience. The provider had a range of initiatives to support a wellbeing culture which supported consistent, compassionate care for people.