Broughton House and College

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 remained 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.

Relatives consistently described staff as kind, caring and compassionate. Positive relationships were evident between people and staff, and feedback indicated staff knew people well and took time to build meaningful relationships. Staff supported people in a way that promoted dignity, privacy and respect.

Staff demonstrated a good understanding of people's communication styles, routines and interests. During observations, staff interacted with people in a person-centred way, adapting their approach to reflect individual preferences, wishes and choices.

Care plans contained information about people's individual preferences and support needs. Staff demonstrated a good understanding of the people they supported and were able to describe how care and support was adapted to reflect individual needs and preferences.

A range of communication approaches, accessible information and technology were used to help people express their views and participate in decisions about their lives. Staff understood how people communicated and adapted their approach accordingly.

People were supported to pursue interests, develop skills and access community activities. Relatives were positive about the personalised nature of support and described staff as knowing people well and treating them as individuals.

People were supported to make choices about their daily lives, including activities, meals, routines and how they spent their time. Staff demonstrated a good understanding of people's preferences and communication needs and adapted their approach to maximise choice, control and involvement in decision-making.

People were supported to develop and maintain independence through participation in everyday activities, including meal preparation, managing aspects of daily living and pursuing interests that were important to them. Staff were able to describe how support was tailored to encourage people to do as much as possible for themselves whilst remaining safe.

People maintained important relationships with family, friends and those closest to them and were supported to access activities and opportunities within the local community. Relatives were positive about the opportunities available to people and the personalised support provided to help them achieve their goals and maintain their independence.

Staff demonstrated a good understanding of people's communication styles, preferences and indicators of distress. They were able to describe how they recognised when people required reassurance or support and how they adapted their approach to meet individual needs. Communication resources and personalised support plans helped staff understand and respond to people in ways that reduced anxiety and promoted wellbeing.

Staff understood how people communicated both verbally and non-verbally and described a range of approaches used to recognise discomfort, emotional distress and changes in presentation.

Relatives were positive about the responsiveness of staff and described people receiving support when they needed it from staff who knew them well and understood how to provide reassurance and assistance in ways that were meaningful to the individual.

There were established arrangements in place to support staff wellbeing. Staff had access to a range of staff support groups and networks, including groups focused on equality, diversity and inclusion, multicultural support, LGBT+ staff and men and women's wellbeing.

Staff described managers as visible, approachable and supportive, and felt able to raise concerns, contribute ideas and seek advice when required. Some staff were positive about the support available to them and told us leaders listened and responded to issues when raised. Other staff felt communication and support following significant events could have been stronger.

Staff described feeling valued and supported within their roles. There was a positive culture within the staff team, with staff speaking positively about their colleagues and the support provided to help them carry out their roles effectively.

Staff feedback demonstrated a sense of belonging within the service and told us they felt able to contribute to discussions about people's care, support and service development.