BrendonCare Otterbourne Hill

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 consistently demonstrated kindness, empathy, and respect in every interaction. People were treated with dignity during personal care, mobility support, and when they became anxious. We observed staff smiling and laughing with people, playing board games together, singing songs and dancing. Visiting professionals praised the home for its unwavering commitment to compassionate care.A relative told us, “[Registered manager] is also very caring and efficient and to us, runs a top-class care home. The staff here seem to be able to see an issue before it happens and they contact us”.

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.

Care was personalised, reflecting each person’s life history, preferences, abilities, and clinical needs. For example, we observed a member of staff sitting beside someone looking through old photographs and talking about their past. One a second occasion, we observed another staff member supporting someone to read the newspaper. All interactions were carried out sensitively and with care. Individualised care plans were comprehensive and were amended when needed to reflect changes in people’s physical health, cognitive function, mental wellbeing, and mobility in ways that promoted independence and self-worth. Professionals highlighted the home’s ability to deliver truly bespoke care and expressed confidence in the quality and responsiveness of the service. A relative said, “They use a hoist and take her for a shower twice a week. She is always very presentable with her hair done, feet cared for and nails done”.

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

People were empowered to make meaningful choices about their daily routines, care interventions, diet, mobility, and social activities. A relative said, “[Person] is able to pick and choose what she does in the day. They provide coffee mornings, singing groups, exercise groups and other activities which she can attend if she wishes”. Staff actively encouraged autonomy while maintaining safety, using effective strategies to support independence including for those with complex needs. Professionals noted this approach significantly enhanced people’s confidence and quality of life.

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.

Comments from relatives included, “They are extremely responsive to any changes and will always contact the family if anything is of concern. If necessary, they will take photos and send them to us to make sure we are well informed” and “There have been incidents when she has been unwell and needed emergency support – I have never had to question their management decisions and been very happy with the actions they have taken”.

Staff used assessment tools to monitor people’s health, for example, following a fall to identify any injuries or deterioration so that prompt action could be taken to seek medical advice. A relative told us, “The home really is very good. [Registered manager] is very on the ball and will go over and above to ensure people are happy and properly cared for. Once when the local Chemist could not provide one of [person’s] medication, [registered manager] drove personally around about 5 different chemists until she found it”.

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

Staff wellbeing was prioritised through robust supervision, continuous training, and access to emotional and practical support. Staff reported feeling valued, respected, and equipped to deliver high-quality, person-centred care. This positive culture translated directly into good care experiences for people.