Brandon Trust Supported Living - Hampshire

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.

This is the first assessment for this service. This key question has been rated 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.

People received care that was genuinely person‑centred and tailored to their individual needs, preferences, and routines. Staff took time to understand what mattered most to each person and adapted their approach accordingly, ensuring support remained meaningful and respectful. Care plans incorporated personal histories, cultural backgrounds, and communication needs, and this information was consistently used to deliver personalised care that promoted dignity and individuality. Relatives highlighted the thoughtful nature of support, with one sharing that staff arranged a trip to see a giant tortoise because of the person’s love for them.

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.

The service ensured care was well‑coordinated and consistent, with people supported by familiar staff who understood their needs and reduced the need for them to repeat information. Staff communicated effectively with external healthcare professionals, enabling smooth transitions and continuity of care when people’s needs changed. Records showed integrated working, timely updates, and collaborative approaches that contributed to consistent, high‑quality outcomes. Relatives highlighted this attentive support, with one noting that staff helped with tasks such as shaving and personal hygiene while still respecting the person’s privacy.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People were given clear, accessible information about their care, available support options, and any changes to services. Staff communicated in ways that met individual needs, checking understanding and adapting their style to ensure information was accessible. Written materials were provided in multiple formats, including easy-read, and staff used visual aids and other communication tools as appropriate to support understanding. One person said, “Staff change the way they say things if I struggle to understand something”.
 

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.

Staff actively listened to people and involved them in decisions about their care, ensuring their views shaped day‑to‑day support. Preferences and feedback were incorporated promptly into care plans, helping people feel respected, heard, and in control of their lives. Families and representatives were included where appropriate, and their contributions informed personalised care planning. Complaints were also listened to and investigated appropriately, reinforcing a culture of openness, responsiveness, and continuous improvement.

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

The service promoted fair and equal access to care. People from different backgrounds, cultures, and communities were supported without discrimination, and assessments considered potential barriers to accessing support. Staff understood diverse needs and worked collaboratively with commissioners and other professionals to ensure people with complex or changing requirements continued to receive appropriate, high-quality care.

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.

People experienced consistently positive outcomes regardless of background, level of need, or complexity of support requirements. Staff monitored wellbeing and adapted care to ensure everyone received the same high standard of support. Audits, reviews, and feedback systems were used to identify and address any disparities, maintaining equity in experiences and outcomes across the service.

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.

People were supported to make informed decisions about their future care. Staff discussed wishes and preferences sensitively and ensured these were clearly recorded in care plans. Planning was reviewed regularly and adapted to reflect changes in needs or aspirations. Collaboration with families and relevant professionals helped ensure future care arrangements were safe, personalised, and aligned with each person’s goals.