Brampton Lodge

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 requires improvement. At this assessment, the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Brampton Lodge ensured people were at the centre of their care, support, and treatment, involving them in decisions and responding flexibly to changes in their needs. There was a clear commitment to delivering person-centred care that respected individual preferences, routines, and life experiences.

Care planning was personalised and regularly reviewed to reflect people’s evolving needs and choices. Staff demonstrated a strong understanding of person-centred principles and were observed putting these into practice. One staff member reflected, “It is important to remember this is a person’s home,” highlighting the home’s ethos of respect and partnership. Another member of staff said, “Person-centred care is supporting and actively involving people in decision making.”

Most staff confirmed they had sufficient time to read and understand people’s care plans to provide responsive support. Comments included, “We use the electronic system. I do feel like I have time to check the care plans,” and “You get to read the care plans and learn about each person.” However, some staff said they didn’t always have enough time to fully go over care plans.

Relatives consistently described staff as treating people as individuals and respecting their personal histories and preferences. Comments included, “They talk about [Name]’s past,” and “They know what [Name] likes and dislikes.”

People were offered choices in their daily routines and encouraged to engage in meaningful activities. For example, people could choose when to wake up, what to wear, and how they spent their day. We observed people enjoying baking sessions where they helped prepare sandwiches and scones, which were later shared during afternoon tea - a social activity many people looked forward to. We observed music and singing sessions featuring people’s’ favourite genres or songs. These sessions were adapted so that everyone could take part, regardless of mobility or support needs.". One relative said, “They have a timetable of activities on [Name]’s door, and they let us know of events happening.” Another shared, “[Name] likes animals, and when they visit, staff make sure [Name] gets to see them.”

Brampton Lodge demonstrated an understanding of the diverse health and care needs of people and their local community. As a result, care was delivered in a way that was joined-up, flexible, and supported choice and continuity.

People told us they were happy with the care they received and felt supported by staff who knew them well. Care plans contained person-specific information about what mattered to people, including their routines, preferences, and important relationships. Brampton Lodge ensured staff received training relevant to the needs of people they supported, including specialist training in dementia care and continence management.

There was evidence people were supported to attend health and social care appointments and that staff coordinated with other professionals to ensure continuity across services. Information about other agencies involved in each person’s care was documented in their records, supporting effective multi-agency working.

Relatives largely reported satisfaction with how care was coordinated, particularly in relation to healthcare access and follow-up. One relative told us, “They always let me know when [Name] has an appointment, and staff go with them to make sure everything’s followed up.”

Brampton Lodge took steps to supply accurate, appropriate, and up-to-date information and made efforts to tailor communication to individual needs. There was an understanding of the Accessible Information Standard, and people’s communication preferences were assessed and documented in their care plans. People had opportunities to review and share information through regular care reviews. However, we identified areas where accessibility could be improved. For example, some people found it difficult to read activity planning sheets due to the use of small font sizes. When this was raised with the home manager and deputy manager, it was addressed promptly. This demonstrated a willingness to respond to feedback, though also highlighted systems for proactively identifying communication barriers were not yet fully embedded. Although people’s communication needs were assessed, the consistency and accessibility of information delivery varied.

Brampton Lodge made efforts to enable people to share feedback, ideas, or raise complaints about their care, treatment, and support. The home promoted open communication and demonstrated a commitment to learning from feedback. The home manager and deputy manager reported having open-door policies, suggestion boxes, and regular meetings to encourage people’s, relatives, and staff input.

Policies and procedures were in place to manage and respond to complaints effectively. Relatives generally reported complaints were taken seriously and handled appropriately. However, feedback from relatives indicated inconsistencies in communication and involvement One relative said, “They have a meeting every three months, and we have filled out questionnaires in the past.” Some relatives also confirmed they were included in care plan reviews and kept updated on changes, with comments like, “We have had care plan reviews a few times,” and “They do talk to us about it [care plan reviews], and we’re involved.” However, some relatives felt they were not fully involved or informed. For example, one relative stated, “I don’t feel we are involved. I don’t know anything about [Name]’s care plan.”

Brampton Lodge ensured people could access the care, support, and treatment they needed, whenever they needed it. Most people we spoke with reported receiving timely care and support, with staff attentive to their individual needs. Equality considerations and specific support requirements were documented during initial assessments and regularly reviewed. Arrangements were in place to always guarantee care availability, including support from management outside normal working hours. One staff member shared, “They are very good in supporting needs. Management is responsive. We can call at night if needed. They are available on the phone at any time.”

Staff and leaders actively listened to information about people most likely to experience inequality and tailored care, support, and treatment accordingly. People and their relatives reported no concerns related to discrimination or unequal experiences. Staff made deliberate efforts to personalise care based on individual identity and experiences. One staff member told us, “I feel that people are treated as individuals and there is a lot of care and effort made to understand their background and needs.” Another staff member said, “Everyone is treated the same and with respect. I don’t think anyone is treated differently based on who they are.” Cultural awareness was incorporated into care, helping reduce disparities and promote equitable experiences. As one staff member said, “I love that we celebrate all residents’ different cultures and beliefs.”

People were supported to plan important life changes, allowing them sufficient time to make informed decisions about their future, including end-of-life care. Brampton Lodge collaborated closely with healthcare professionals to ensure Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) orders were up to date, appropriate, and regularly reviewed. People’s wishes and preferences for end-of-life care were discussed with them and their loved ones and clearly recorded in care plans. Staff demonstrated commitment to respecting these choices and maintaining up-to-date plans. One staff member told us, “People’s end-of-life wishes are always respected, and we make sure their plans are updated. It’s a sensitive process, but it matters.” Brampton Lodge adopted a compassionate, collaborative approach to end-of-life planning, involving individuals and families. Staff emphasised ensuring comfort and honouring preferences. Legal and clinical accuracy around future care directives was carefully managed, with one staff member noting, “If someone has a DNACPR, we always make sure it’s checked regularly, and everything is clear in their notes."