The Brocken

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 the provider involved people and treated them with compassion, kindness, dignity, and respect. This is the first assessment for this registered service. This key question has been rated Good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and their families experienced positive outcomes when being supported by staff. They told us, "They are lovely, caring and delightful", "They are caring and I feel safe with them" and "They have a positive and caring attitude."

The provider treated people as individuals and made sure people’scare,supportand treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Information on people'sreligion, cultural beliefs or sexual orientationwere included intheircare planning documentation.People and their families saidthesupportprovidedwas person-centred and aligned with their wishes and preferences. They believed theproviderassessedtheir needs and then translated theseintoeffectivecare planning,which theycould influence.They told us,"Iam treatedlike an individual."Staff said theregisteredmanager hadthe values,experience,and skills to enable staff to support people in line with their needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing. Staff were positive about empowering people to be as independent as possible and celebrated this.

Where people remained independent in everyday living tasks, such as managing medicines or aspects of bathing, the provider ensured staff promoted this within care planning and everyday support.

The provider 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. Staff understood people’s needs well.

Relatives and families consideredstaff werevery responsiveand flexibletotheir needs.Staff contacted themif there had been anychangesinpeople’s needs.They felt involved in any discussions centred on the changing needs of people. Daily records provided an account of thesupportprovided.Theseprovidedthe opportunity toidentifyand act onchangingneeds. Regular reviews with people further enhanced this process.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff benefitted from the support systems in place, which empowered them to do their job well. The provider cared about and promoted the wellbeing of their staff. They supported and enabled staff to always deliver person-centred care. Risk assessments were in place to support the safety of staff working on their own.

Staff told us they were happy with the support they received from the provider in their role. They said, "The registered manager cares very much about people and the staff", "I believe the registered manager has all staff’s wellbeing at the heart of what she does" and "I have an excellent work/life balance."