2 Millbrook Way

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated people with kindness, compassion and dignity; and had a caring attitude towards people and their relatives. Staff were observed to be kind, patient and friendly in their approach, and observations showed people enjoyed staff company. One relative commented, “We always feel staff have [family member’s] best interests at heart. The Millbrook staff are good.” The management team and staff role modelled positive behaviours in their interactions with people.

People had guidelines showing how they presented when happy and when distressed. This allowed staff to tailor their interactions, to listen and offer compassionate support.

People were treated as individuals and their care, support and treatment met their needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Observations showed staff understood people’s likes and preferences. They engaged in conversations referencing their likes and interests which people found comforting. They took a non-judgemental approach when supporting them with their lifestyle choices. Religious and cultural considerations were upheld. One staff member commented, “[Person] he's his own person. He is doing his own thing.”

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

People were supported with choices and could chose to have their care at different times of the day, for example, they could choose when to get out of bed, when to bathe and where to have their meals.

The management team assessed the risks to ensure people had the opportunity to engage in activities in their home and in the local community.

People were supported to maintain relationships with their families. There were no restrictions on when families and friends could visit. Staff supported people to make video calls to loved ones and drove them to visit relatives when required.

Behaviour support plans recorded communication preferences which included photograph communication systems. The plan also held essential information to reduce the likelihood of someone having a difficult day.

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.

Care plans were personalised. Staff were knowledgeable and trained on how to recognise different ways in which each person communicated discomfort, pain or distress, including both verbal and non-verbal cues. They knew how to respond to emotional communication and address signs of distress and frustration.

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

Staff told us they felt valued, were listened to and had access to support if they needed it.Morale appeared high and staff praised to teamwork within 2 Millbrook Way. One staff member told us, “It’s a really good team. There is always someone to help you. You are never on your own.”

Staff development was tailored to each staff member to ensure they had the right skills and confidence to ensure people received safe support.