Brookmead Health and Social Care Solutions Private Limited

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 72 (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.

Care plans were personalised and reflected people’s physical, mental, emotional and social needs. Records demonstrated that individuals, and their relatives, had been actively involved in developing and reviewing their care. This ensured care and support were delivered in line with people’s preferences, choices and wishes.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity.

There were concerns regarding care provision, integration and continuity. The registered provider was unable to demonstrate sufficient knowledge of people’s specific health needs, for example skin integrity, which created a risk to the continuity and consistency of care. In addition, their knowledge and awareness of the diverse social care needs within the communities they supported was limited and processes had not been established to identify and meet those needs, which may impact people’s access to personalised and inclusive care.

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

Information was gathered at the pre-assessment stage, including people’s preferred mode of communication. Care plans were kept within the person’s home, ensuring they were accessible. People were supported to express their preferences and were also encouraged to contact the registered manager at any time should they need further support or clarification. The registered provider told us an interpreter could be contacted if needed.

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.

The registered provider explained the complaints process and advised that surveys were used to gather feedback from people and their relatives. At the time of this assessment there were no recorded complaints and no evidence available to demonstrate how the complaints process had been used in practice. Additionally, there were no completed or returned surveys to review.

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

The registered provider told us that people were able to access the care, support and treatment they required when needed. At the time of our assessment there were no formal processes in place to support this, but the registered provider explained how they would work in partnership with external professionals to ensure people’s needs were met.

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.

The registered provider confirmed they had completed equality and inclusivity training to support their understanding of promoting inclusive care practices.

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.

The registered provider confirmed they had completed end of life training. Care records demonstrated that end of life care plans were in place, evidencing that people’s needs and preferences for end of life care had been considered and documented.