Brampton View Care Home

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. Staff understood what person-led care meant and we observed this in practice, such as people’s choosing when they wished to shower or bathe. One relative told us how the chef and staff made their family member’s special birthday very memorable.

People were at the centre of their care and decisions made were documented. Staff worked in partnership with people and their families to respond to changes in needs. Care plans reflected people’s physical and emotional needs, their preferences, routines, interests along with what was important to them, including those related to protected characteristics.

Staff adapted care to suit individual preferences, for example, supporting people who preferred to rise early in the morning. People and their relatives had been involved in care review meetings. People told us staff understood their needs and recognised how best to provide reassurance. A relative told us, “Staff will hold [Person name’s] hand and stroke the hand; they love that; sometimes you just feel the love and that means a lot.”

People’s rooms were personalised with meaningful items that reflected their interests. This included reasonable adjustments, layout of furniture and appropriate equipment was in place where required. One person said, “I've got a lovely room and a patio which my [Relative name] sorts it out for me; and when people are out for a walk, they often stop here to have a look at the flowers.”

Staff were observed engaging with people in a friendly and respectful way, taking time to listen and respond. People enjoyed socialising and shared positive experiences about daily activities. The mealtime experiences we observed were positive. For instance, we saw staff supporting people to eat where needed in a respectful and sensitive way.

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.

Management and staff understood people’s diverse health and social care needs and coordinated care to ensure continuity and flexibility. One person told us, “I do see other professionals, chiropodist, I have my new glasses here, my nails are done every week and I see the hairdresser.” Staff worked effectively as a team and with GPsand community health teams to provide continuity of care that was responsive to people’s individual needs. Referrals and communication with health professionals were timely, coordinated and care records showed a strong partnership working. A visiting health professional told us, “We've had people here for short while who have regained their independence to return to live in their own home.”

Daily handovers and digital records were used to share information and instructions, ensuring staff were kept up to date and people’s needs were met without delay. Hospital transfer information, including medicines records and documents relating resuscitation decisions, were prepared to make sure relevant information could be shared promptly when people moved between services.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. This helped to ensure people understood their rights and care options, including consent, care reviews, and choices around daily activities.

People’s communication needs were identified, and staff supported them to understand daily routines and choices. Care plans reflected people’s preferred communication methods and instructed staff as the level of support required. People told us staff explained things clearly and were approachable if they had questions. We observed staff recognising and responding to people’s body language and facial expressions used to communicate their needs and wishes. At lunchtime staff were seen explaining to people the menu options and by showing plated meals to help them decide.

The provider ensured information was available in formats people could understand. The design, use of colours and clear signage promoted people’s independence to move around freely. This demonstrated that provider had made efforts to present information in an accessible way, particularly for people living with dementia or communication difficulties.

Management and staff demonstrated awareness of confidentiality and data protection, ensuring personal information was handled safely and securely.People and relatives were confident their information was managed safely by staff and management. This was underpinned by data protection policy and procedure and staff training.

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. Decisions made were recorded and kept under review.

The complaints procedure was displayed clearly in communal areas, and people and relatives confirmed they knew how to raise a concern. Most people and relatives were confident concerns would be acted on. One person said, “In last four years there was lots of changes in the home, I never had reason to complain. If I need something to be done, I speak with carers and its done very quickly.” We observed staff listening to people’s requests and concerns and were acted on. One relative said, “If I'm not happy or [Person name] tells me there's an issue, trust me, I will speak with the manager and know it will be dealt with.”

Systems were in place to gather people’s views. Records showed all complaints and concerns had been taken seriously, investigated and addressed in a timely and transparent manner. Residents and relatives meeting minutes were shared and included actions taken, for instance, views sought about the environment changes and feedback on the menus. Staff told us any learning was shared across the team to improve the quality of care delivered.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

During this inspection visit we did not identify any concerns or barriers relating to people’s ability to access the service. Management and staff understood people had a right to receive equal access to health and care support and actively identified and removed barriers, including physical and procedural obstacles. All areas were spacious and free from hazards to support people with mobility needs including the outdoor spaces. There was good use of signage and colour to support people living with dementia to move around safely.

People’s needs were assessed before they moved into the care home to ensure that any adaptations or equipment required for their care were in place. Care plans provided clear guidance to enable staff to support people in a way that suits them whilst keeping them safe.

Staff made appropriate referrals and they worked well with external health care professionals including the GP, district nurses, dietitian and physiotherapists. Staff knew how to access people’s information for medical emergencies or out of hours support.

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.

Management and staff were trained in equality and diversity and understood some people may experience inequality. Staff ensured people were supported in a fair and consistent way, regardless of their needs or backgrounds. This was underpinned by the provider’s policies and values.

People and their relatives told us they felt empowered to share their views and were confident their feedback influenced decisions about care. One person said, “If I need to moan about something and don't want to talk to the manager I'll let [Resident ambassador] know, they can tell the manager and it'll be sorted.” One relative described the positive changes they had noticed since their family member moved to the care home and added, “Person name] has quite a good friendship group now and they enjoy the activities and entertainment. [Person name] has got a lovely room and quite proud of it.”

Relatives told us their family members were treated fairly and with respect, and that they felt confident no one was disadvantaged. They described staff and management as ‘caring and attentive’. One relative told us, “I'm very happy with the care [person name] receives here. There is harmony and balance of quality care, safety and respecting this is someone's home.”

People’s care needs were monitored and reviewed regularly to promote positive outcomes and wellbeing. Care plans contained information about what was important to people, such as family connections, social, cultural and spiritual needs, and staff used this to guide how care was provided.

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. One relative described their family member was receiving ‘compassionate end-of-life care’. Another relative told us, “[Person name] end of life was really well managed. [Person name] was never in any pain, clean and comfortable. They cared for them exceptionally well. Staff repositioned them every 30 minutes, so they never had any sores. If this is what good end of life care looks like, I'm all for it.”

Staff were trained to provide end-of-life care and worked well with palliative care teams Management and staff supported people to make informed decisions about their future, including cardiopulmonary resuscitation (CPR) and end-of-life wishes. Decisions made were documented and care plans reflected people’s wishes and preferences. People were able to review or change their decisions at any time.