Brisca Healthcare

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 service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment of this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff communicated with people in an exceptionally caring and compassionate way. They gave people time to respond, listened to them and provided sensitive support to ensure people's needs were promoted. People who may have been anxious about receiving care, were less anxious and now accepted care, due to staff kindliness and their trust in staff. Relative’s comments included, “I used to stay with them [staff], as [Name] was not sure. I do not have to now, as [Name] knows and trusts them” and “[Name] does not like any carers being there, but they are calm and caring with them, it helps them relax.” Staff treated colleagues from other organisations with kindness and respect. People and relatives were overwhelmingly positive about the caring nature of the organisation and staff. Their comments included, “There are some really brilliant staff”, “[Staff] take a genuine interest in [Name] and their life and interests. I cannot praise them enough, they are like angels. Just all of them are fantastic”, “Staff are all marvellous with [Name]. They are so respectful of them. They praise [Name] so much” and “[Name] is so happy to see them. They smile when staff arrive. They are patient and do not rush [Name]."

Staff 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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs. People and their relatives told us staff took time to speak with people during care visits and communicated effectively. People and relatives’ comments included,” I could not ask for nicer people to care for [Name]. They [staff] are absolutely brilliant at communicating with [Name]. They are calm and caring with them” and “Staff make everything better for [Name], who responds to staff. They wait for [Name] to respond before they leave the room, that may be a wave or just a smile.”

Staff promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. A relative told us, “Staff give [Name] choices, for example, about what to wear each day. The attention to detail is second to none.” Staff supported people to remain as independent as possible. Staff knew people well. People’s care plans provided guidance for staff to promote their independence. A person commented, “Staff help me to keep a little of my independence by not doing too much for me. However, if I am struggling, like I hurt my arm recently, they still help me.”

Staff 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. A relative commented, “Staff did once contact emergency services as they could not contact me. [Name] was fine though. They have pressed the care connect buzzer too, when [Name] has fallen onto their crashmat.” People were supported by staff who were familiar to them. This enabled staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff provided positive feedback about their experience of working at the service. Staff members’ comments included, “I enjoy working here, I am very well supported” and “If I need time off for family commitments, management give me the time off.”