Brook Court

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. This is the first assessment for 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 70 (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 did not always ensure people were treated with kindness, empathy and compassion, or respect their privacy and dignity. Confidential information personal to individuals was left in communal areas and could be accessed by those without authority. In one instance staff entered a person’s room during a private conversation and proceeded to complete a task without knocking or acknowledging the person whose room it was. Another staff member proceeded to remove a person from a lounge area backwards in their wheelchair without engaging with them, explaining to them what was happening or where they were going. These occurrences were addressed by the manager immediately but indicated a greater awareness of privacy, dignity and respect was needed by some staff towards people they were supporting. However, there were also instances where people received caring, engaging, supportive, compassionate and dignified support from staff who understood them as individuals.

The provider 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.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

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.

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