Broomhouse Mews

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 as 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.

People were consistently treated with kindness, empathy, and compassion. Privacy and dignity were respected. Staff also showed respect and kindness to professionals from other organisations.

Staff were described by people and relatives as kind and caring. One person said, “Staff are kind to me,” and a relative commented, “The staff treat [my relative] with dignity and respect, and are caring.”Staff were observed knocking before entering rooms and asking permission. Interactions were warm and respectful, with staff using peoples preferred names.

People were treated as individuals, and the provider 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.

Care plans were person-centred and based around the needs of the individual. People’s rooms were decorated and furnished to reflect their own tastes and interests.

People’s independence was promoted, and they were supported to have choice and control over their care, treatment, and daily lives.

Staff encouraged people to make decisions about how they spent their day and supported them to take part in activities they enjoyed. Examples were seen of people going out and engaging in meaningful experiences. Communication was adapted to support choice, and people were given time to respond. Care plans included details about what people could do independently and how they were involved in day-to-day tasks.

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 saw staff responded to people when they requested support or wanted to spend time with staff. One person was very energetic and had been supported throughout the day to walk in the countryside and then to do some shopping. Staff were flexible in their approach to supporting people.

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

Staff received regular supervision sessions and attended staff meetings. They told us they were well supported and encouraged with their professional development if that was important to them. One member of staff said, “I had time off for a bereavement and I found the management very supportive in that way.”