Brookfield

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.
The provider was committed to providing person-centred care, and this was reflected in the interactions we observed between staff, people and their relatives during the assessment. Staff provided care in a way that reflected people's individual needs, preferences and wishes. We observed that staff knew people well and adapted their approach based on people's mood, comfort and wellbeing.
A staff member told us they, “Have the residents’ best interests at heart.”
Some people had personalised their bedrooms to reflect their preferences, interests and personalities, helping to create a familiar and comfortable environment.
 

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.
The provider had a stable staff team with low staff turnover, and no agency use which helped people receive care from staff who knew them well. One person said, “The staff seem pretty good. I know most of them. The staff tend to be the same.”

Information about people's needs was shared effectively within the staff team. Care plans were updated when people's needs changed or following significant events. The service worked well with healthcare professionals, including podiatrists, district nurses and other services when needed. Professional advice was followed and reflected in people's care to support safe and consistent care.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
The provider made information available to people, relatives and visitors and encouraged open communication. Noticeboards, suggestion boxes, and resident and relative meetings were available to help keep people informed about the service. Menus were on display in the dining room so people knew what choices were available to them at mealtimes.
People were supported to keep in touch with their family and friends, including by telephone and video calls where needed.
We saw signage around the home and information about upcoming activities was available to help people know what was happening.
Information was stored and shared appropriately to support confidentiality and safe care delivery.
 

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.
One relative told us, “I have no concerns. Any queries have been dealt with.” The provider also used ongoing communication and review meetings to help ensure people and those important to them remained involved in decisions about care and support.
Resident meetings, surveys and feedback opportunities were in place, and managers described operating an open-door approach for people and relatives.
During the assessment, staff took time to discuss meal choices in a respectful and supportive way. One person told us, “If you have a problem, they are always there to help.”
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
Partners who worked with the provider told us people received care when they needed it. Where appropriate, important contact details were contained within care plans.
The environment was spacious and mostly accessible, supporting people to move independently around the home. There was a stair lift people could use in one area due to a different floor level. There were sufficient accessible communal areas available, allowing people choice between quieter lounges for solitude or relaxation, or larger communal areas if they enjoyed the opportunity to spend time with others or get involved in hobbies and social pastimes.
 

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.
Staff and leaders demonstrated a commitment to providing people with opportunities to have the best outcomes possible. For example, people were encouraged to remain involved in their local community, and staff supported them to go out and take part in activities they enjoyed, where possible.
Staff encouraged people to engage at their own pace in activities which encouraged participation and reduced the risk of experiencing social isolation. People benefitted from the use of a hairdressing salon within the home and a library room where they could have a hot drink and snack with visitors if they wished. People had access to a large garden with lots of seating areas which we saw people use during our visit. The service accessed people and services within the community to support the range of activities they provided in the home. This included singers and entertainers. An open day dog show took place in the summer; we saw positive feedback from people who attended.
Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people.
 

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.
Leaders described involving people, relatives and healthcare professionals where appropriate to help ensure people’s wishes were understood and respected. The care providers ‘Getting to know me’ booklet contained a section dedicated to ‘My future well-being’.
The provider worked with district nurses and other healthcare professionals to support people whose health needs changed or who required end-of-life care. Leaders described supporting people to remain at the home where this reflected their wishes and ensuring care was delivered in a compassionate and dignified way.
Where people did not wish to discuss end-of-life care or future planning this was respected.