Brighstone Grange

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 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 treated with kindness, compassion and respect and respected their privacy. People spoke very positively about staff and the care they received. We observed warm and natural interactions between staff and people. Staff knew people well and supported them in ways which promoted their dignity and independence. This was confirmed by feedback from people and visitors.

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. People were treated as individuals and staff demonstrated a good understanding of their preferences, personalities and personal histories. Care and support were adapted around what was important to each person rather than expecting people to follow the same routines. For example, 1 person’s interest in golf had been supported by creating an area where they could continue this interest. Staff were responsive to people’s individual wishes and supported them to maintain personal routines, relationships and traditions that were important to them.

People were supported to maintain their independence and have choice and control over their daily lives. Staff encouraged people to do as much as they could for themselves and respected their choices about how and when they received support. Where appropriate, risks were assessed to enable people to remain independent; for example, 1 person was supported to use the lift independently following an assessment of the risks. People were able to make everyday choices about their routines and how they spent their time.

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. Staff responded promptly when people needed support and were attentive to changes in their needs. Staff knew people well and recognised when they required assistance, reassurance or a different approach. We observed staff responding to people in a calm and respectful way, including recognising and responding to the needs of people who did not always communicate verbally. One person told us, “At night if I call for help, they come and help me.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff felt valued, listened to and supported by the management team. Flexible working arrangements reflected individual staff circumstances, including childcare and family responsibilities, religious observance and support following bereavement. Staff gave positive examples of the support they had received, including flexibility around time away from work and returning following difficult personal circumstances. Staff also had opportunities through supervision to discuss their wellbeing, development and any support they required.