Archived: Brook House Care Centre

Below is a summary of what we found. The summary is based on our observations during the inspection, speaking with people using the service, their relatives, and the staff supporting them and from looking at records.

If you want to see the evidence supporting our summary please read the full report.

Is the service safe?

Staff were aware of the importance of consent and people were asked for their consent before care was provided. People's needs were assessed and risk assessments were carried out before care was provided. These were regularly reviewed so that staff were aware of the best way to provide support.

The manager and deputy manager were available on a daily basis to oversee the staff, and monitor that people were being safely supported, for example with personal care and when travelling out in the community. Health care professionals and social services were involved in people's care planning and in responding to people's concerns when needed. There were concerns raised about the impact of sickness on staffing levels but we found the provider was addressing the problem through talking with staff and monitoring staff attendance. The provider also had authorised nursing staff to book agency staff if needed to maintain staffing levels.

There were arrangements in place to deal with emergencies and to make sure people were safe. People's health needs were included in their care planning to ensure they were healthy. Fire safety equipment and procedures were in place to ensure people would be kept safe in the event of a fire. The staff and manager were trained in protecting people from neglect or abuse and people told us they felt safe in their home.

Is the service caring?

We spoke with eight people who used the service and with three families who were visiting and observed staff working with people. People told us that the staff and manager were very caring and supportive. We saw that staff took the time to stop and speak with people and were sensitive verbally and in their manner when supporting people. One person said, 'the staff are always very helpful and know how to help me', another person was concerned about delays experienced in providing support when the home was short staffed due to sickness. However we saw the management was addressing this problem.

Is the service effective?

We saw from four people's records that their needs were assessed and a care plan was drawn up to meet those needs. Relatives of three people we spoke with told us they were happy with the plan and care provided. We observed support provided and staff were responsive to people and engaged them in activities. However we were told by people who used the service and their relatives that there were not enough suitable activities, especially at weekends and regarding outings and personal development for younger people.

Regular reviews were made of people's care plans and people and their families were involved in the reviews. There were suitable policies in place for consent to care, for example in relation to the management of medication. We observed that staff were able to effectively communicate with people, however there were not enough materials or resources available to practically engage in activities with people with dementia and with people with sensory impairments.

People who used the service were consulted for their views on a regular basis, which involved the person, their family or advocate and social services. Any changes they requested were included in a revised care plan.

Staff were provided with adequate support, guidance and training to do their job. They were experienced in supporting older people and people with and supporting people with mobility support needs.

Is the service responsive?

People we spoke with and their families told us that the staff and manager always listened to their concerns and did something to help sort out any problems they were experiencing. People's support plans were reviewed and changed when necessary in response to changing needs, for example in helping people with specialist eating support needs.

Is the service well led?

There is a registered manager who is a qualified and experienced nurse supported by an experienced and qualified deputy manager. There is also senior management support provided each week by the regional director who visits the home a number of times each week. The manager and deputy manager were involved in direct care and worked with all the staff almost every day. Staff and families we spoke with told us they felt the home was well managed and the manager was accessible and available when they needed them. Staff received direction and training to allow them to support people at the home.

There were a range of systems in place to monitor the quality of people's care, and to make sure any concerns about staff, management or the way in which care was delivered were addressed. The provider said they would provider more weekend management checks and monitor staff sickness more closely to ensure that people's care was not compromised.

There was a system for checking that people were responded to quickly when they called for emergency assistance and this was being monitored by the provider. All of the people we spoke with said that the staff came quickly when called and that they felt safe in their care. The provider was carrying out safeguarding investigations effectively, including making timely referrals to outside agencies when necessary. We observed that there were enough staff available to provide support including during mealtimes, and that staff treated people respectfully. One person told us: 'they treat us with respect and if they didn't I'd soon let them know'. There was a system for checking the quality of care provided and for consulting with people, but this system did not check that safeguarding investigations were completed efficiently or the quality of safeguarding investigations and reports.