Creative Support - Brownley Road

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.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 was exceptional at making 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.

The provider demonstrated an unwavering commitment to person-centred care, ensuring every person was treated with dignity, respect, and genuine understanding. Staff consistently tailored support to reflect each person’s unique preferences, routines, and life history, empowering them to make choices and maintain control over their daily lives. Care plans were shaped by meaningful conversations and evolving needs. People were supported to pursue their interests, maintain relationships, and engage in activities which brought them joy and purpose.

Care plans were consistently co-produced with the person, their family, and relevant professionals, using accessible communication tools to ensure full participation, even where verbal or written communication was limited. Plans focused on the person’s strengths, promoting independence, choice, and control in daily life. In one example, a care plan was developed for someone requiring specialist and intensive support due to their diagnosis of learning disability and autism. Staff demonstrated a deep understanding of the importance of not imposing expectations, instead creating a safe, structured routine that was entirely led by the person. Their approach was guided by the principle of “Respecting the person’s world.”

Ensuring person-centred care was central to the provider’s mission; this enabled every person to live their best life in a place they truly called home. Staff were regarded as respectful guests in people’s homes which was reflected in the way people spoke about being treated with kindness and dignity. Both people and their relatives confirmed that personal routines were honoured, and people were actively encouraged to engage in meaningful activities both within and beyond their home environment. From community-based exercise classes to discos, day trips, and holidays, people were supported to build connections, explore interests, and enjoy a vibrant, fulfilling life. This approach not only upheld their independence but also celebrated their right to live joyfully and inclusively.

The provider had completed an exercise named, ’My perfect Christmas’. This supported people to plan for their perfect Christmas day and included how people wanted to be woken up, what they would like to wear, what they would like to eat for dinner and any religious celebrations.

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.

Care provision was well-integrated across health, social care, and community services, ensuring people received consistent support. Staff worked collaboratively with external professionals such as GPs, therapists, and social workers to coordinate care. Continuity was prioritised through consistent staffing, clear communication, and robust handover processes, allowing people to build trusting relationships and experience seamless transitions between services.

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

The provider ensured people received clear, accessible, and timely information about their care, rights, and available support, empowering them to make informed choices and participate fully in decision-making. Staff used a range of communication tools including easy-read formats, visual aids, and assistive technology to tailor information to each person’s needs and preferences. Information about care plans, medication, safeguarding, and complaints procedures was shared in ways which promoted understanding.

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 provider proactively involved people to be in control of their care and support. We saw information was consistently delivered to people in easy-read formats. People and their representatives were encouraged to share feedback, raise concerns, and contribute ideas through accessible formats such as easy-read surveys, one-to-one discussions, and regular meetings. Families, advocates, and carers were also involved where appropriate, supporting co-production and shared decision-making. Relatives confirmed they were listened to. One relative told us, “The manager did contact me around changing the shifts for [Name] but after a few days, it wasn’t working so we went back to how it was. I was happy to try things, but the management were happy to revert to how it was. I can raise anything.”

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

Staff were aware of barriers which may prevent people from accessing services, including communication challenges, physical accessibility, cultural needs, and digital exclusion.

Reasonable adjustments were routinely made, such as providing easy-read materials, adapting environments, and offering flexible support to people. One staff member told us, “We use photographs to show [Name] and [Name] to help them choose what activities they want to do.”

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 provider demonstrated a strong commitment to equity by ensuring every person, regardless of their personal circumstances, received fair, inclusive, and tailored support. This person-centred approach was evident in the way staff advocated on behalf of people, particularly when navigating complex healthcare needs. We observed instances where the provider acted as a vital voice for people, ensuring timely access to medical treatment and bridging communication with professionals. This proactive advocacy not only safeguarded people’s health and wellbeing but also reinforced their right to be heard, respected, and treated with dignity.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

People were actively supported to make informed decisions about their future, including how they wished to be cared for at the end of their life. Care planning was inclusive and collaborative, with people and their families meaningfully involved in shaping care and support arrangements. Personal preferences were clearly documented, encompassing religious and cultural wishes to ensure care was respectful and aligned with each person’s values.

Where palliative care (care provided at the end of life) was required, people were promptly discharged back to their home to be cared for by staff who knew them well, providing continuity and comfort. The provider worked in close partnership with community health professionals to deliver end-of-life care that was safe, dignified, and focused on effective pain management. Staff demonstrated a clear understanding of each person’s end-of-life preferences, including advanced decisions such as resuscitation status, which were accurately recorded in care plans.

A holistic review was undertaken by the provider following the passing of two people, reflecting the provider’s commitment to learning and continuous improvement. The review confirmed that physical needs including pain relief, personal care, and nutrition had been met with sensitivity. Emotional and social support was consistently provided, offering reassurance to both the persons and their families. Spiritual care was thoughtfully delivered, and cultural needs were respected throughout.

A relative told us about their loved one’s deterioration in health and current diagnosis, and felt staff were doing everything possible to ensure their relations life was fulfilled