Brooke House

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

We observed staff and the registered manager treating people with kindness and observed they had a good rapport with people. One person and their relative told us staff were kind, caring and attentive.

Visitors to the home were welcomed at any time. Private spaces were available both inside and outside the home for people and their visitors to utilise.

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

We observed people making choices throughout their day including when, where and what they wanted to eat and what they wanted to wear. One person and their relative told us how they were involved in care planning.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff empowered people to be as independent as possible and celebrated people’s achievements. One person showed us how they planned their menu and told us how they were supported to choose their own shopping. They showed us their individual food cupboard and shelves in the fridge and freezer.

We observed staff offering people choice using people’s preferred communication methods and responding to their wishes throughout the inspection.

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.

We observed interactions with people throughout the inspection, it was clear staff, and the registered manager and staff knew people well and responded to their immediate needs with kindness and compassion.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff members told us they felt supported. One staff member told us, “We have supervision which helps me to get feedback, reflect on my work, and make sure I am giving safe and good care to service users.”

Staff surveys took place, and the registered manager shared the responses and had an action plan in place to drive improvement. The registered manager had an open-door policy, so staff had access to them when they needed it. Every month a staff member was highlighted as employee of the month, following staff nominations.