Brookfields Private Nursing Home

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 provider 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 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 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 and their relatives were happy that staff provided personalised care. One relative told us, “When it was [person’s] birthday, we asked if we could have a space to have a small birthday party. After talking to [staff member], we brought in some food and [staff member] did a birthday cake. We couldn’t have asked for more.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People were supported to access other healthcare services as needed. For example, referrals had been made to the dietician, physiotherapists and speech and language therapists.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People had been supported to understand and to be involved in their care planning. We observed staff discussing people’s care plans with them. Where people may not be able to reliably communicate their needs, staff could tell us how they would anticipate people’s needs and respond. This helped show staff understood how people could communicate differently.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People felt listened to and involved. One relative told us, “I feel we’re working together, me and the staff, and I’d like to stay here myself. I can’t say more than that really. The staff are all really kind. They always make me a cup of tea and like today, they bring me lovely food, while I’m sitting with my [family member]. It makes all the difference in the world.”

People felt able to speak to staff when things had not been quite right and staff were able to explain how issues were resolved for people.

Leaders listened to people’s views through a variety of ways. These included residents’ meetings, questionnaires and feedback as well as through general day to day chats with people. People were listened to and supported to be actively involved in their care and the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The home provided accessible accommodation for people. For example, it had wide corridors so people who used wheelchairs could safely be transported and lifts ensured people could safely move between floors. When people required additional input from healthcare services this was arranged for people and they were supported to access this.

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.

Leaders were aware of how people could experience inequality and took steps to ensure a positive and inclusive culture in the home that helped to support people’s equality needs.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

When staff supported people towards the end of their life, they had done so sensitively and had been guided by people’s wishes and views. These were captured in care plans so people’s individual wishes could be honoured.

Relatives told us staff extended their care to them when they were visiting loved ones towards the end of their lives. One relative spoke of how kind and responsive leaders were and how they had made arrangements for them to also stay at the home so they did not get so exhausted by travelling to visit. They told us, “[My loved one’s] care has been really good…staff could not be more helpful.”