Brookdell House

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• 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

We saw evidence in care records that decisions around care and treatment were made in collaboration with the client and their carers, where appropriate.

We saw evidence of discharge planning and that clients were supported to move on with the next steps of their journey.

Staff identified if a client had difficulty with translating speech or other communication problems and knew how to access support if appropriate.

Where the service received a complaint it treated it seriously, investigated and learned lessons from the result.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

Staff based client care around individual needs and preferences. Clients knew how they could give feedback on the service.

Staff supported, informed and involved people using the service and their families or carers. Staff told us that clients were included in their care and treatment choices with carers being involved where appropriate.

We saw evidence in care records that decisions around care and treatment were made with the clients, and their carers where appropriate. We saw evidence that staff discussed discharge with clients when they were near the end of their recovery journey.

Staff supported clients to maintain contact with their families, friends and carers. Several clients credited the support they had received while at the service for rekindling contact with friends and family they had lost during addiction.

Other clients we spoke with highlighted their desire to become part of the recovery community in future by supporting fellowship organisations.

Staff made notifications to external bodies as needed, including safeguarding and to commissioners. CQC received appropriate notifications where necessary from the service. Staff ensured carers, families and commissioners were regularly updated about the client’s progress. Staff ensured that clients could obtain information, for example, on treatments, local services, clients’ rights and how to complain. This information was available throughout the service on notice boards. Staff made information leaflets available in languages spoken by clients and access to translation and interpretation was provided if clients’ needs identified this.

Clients that we spoke to knew how to complain or raise concerns. Staff were aware of how to manage complaints and described how clients would be supported if they did want to make a complaint.

The service had recorded one complaint in the 12 months prior to the assessment. This was from a family member of a client who had been unable to arrange a visit.

We saw that the complaint had been investigated and that managers had resolved the complaint directly with the family member.

Staff were able to explain how they had supported clients whose first language was not English or who had difficulty in reading and writing.

Staff generally planned for clients’ discharge, and we saw discussions in client records around discharge. The service monitored the status of clients who were pending discharge. There was a policy for guidance in relation to clients who unexpectedly discharged themselves or were discharged due to a lapse in their sobriety.

All the clients we spoke with felt they were treated fairly, and they were actively involved with planning care. No concerns were raised regarding discrimination and staff made every effort to ensure reasonable adjustments were in place to support equity in experience and outcomes.

Staff were 100% compliant in mandatory equality and diversity training. The service had links with local support and social groups to support clients, such as religious groups and LGBTQ+ organisations.

Staff supported clients to make decisions about their care and treatment and their future.

Staff created personalised care plans to account for the client’s needs, wishes and feelings.

Staff ensured all relevant healthcare professionals and other relevant bodies were involved in planning the care and treatment of clients with complex needs.