BrendonCare Otterbourne Hill

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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

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

At our last assessment we rated this key question good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care was consistently tailored to individual needs, with staff adapting interventions promptly in response to changes in health, mobility, or mental wellbeing. Professionals confirmed people were at the heart of every decision, and care planning reflected a deep understanding of personal priorities and aspirations. Comments from relatives included, “The staff seem to be very well trained and treat each person as an individual” and “The staff check on her at regular intervals, so we are very confident that she is getting the best care to suit her”.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff and management demonstrated skill in coordinating care across multiple services, ensuring every aspect of a person’s health and wellbeing was addressed seamlessly. Collaboration with hospitals, GPs, therapists, and community services was proactive and effective, resulting in smooth transitions and continuity of care even during changes such as hospital admissions or rehabilitation. An external healthcare professional said, “We work brilliantly together and because of our partnership and our open communication we have managed to treat people effectively in the home without having to go to hospital. We have seen improvements in people’s mobility, nutritional intake and I have seen improved wellbeing as a result of the actions we have put in place. People are engaged, happy and they appear to enjoy being here”.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People received clear, accessible information about their care, conditions, interventions, and available support. Communication was carefully tailored to individual needs, ensuring understanding and informed decision-making. Staff demonstrated skill and commitment by adapting communication methods to suit each person’s abilities and preferences. This included using pictures, visual prompts, easy-read documents, and other alternative formats to make complex information understandable and meaningful.

Communication plans addressed sensory impairments and language preferences, such as supporting one person whose first language was not English ensuring everyone could express their wishes and participate in decisions about their care.

These approaches empowered people to make confident choices about their care and daily life, even when they faced cognitive or sensory challenges. Professionals noted information sharing was timely, transparent, and consistently effective, and praised the home for its innovative strategies that promoted autonomy and inclusion.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People were actively involved in shaping their care plans and daily routines. Feedback was sought regularly, reviewed thoroughly, and acted upon to drive improvements. The provider had a complaints policy in place, which detailed how complaints would be handled. The registered manager demonstrated how they would listen to people’s feedback and act to ensure concerns were addressed.

Professionals valued being included in decision-making and confirmed their input informed care delivery. Comments from relatives included, “The staff are very good at listening to peoples wishes and will always try to accommodate anyone’s requests” and “They [staff] seem to understand the residents [people] well and recognise quickly if something is not right or changed” Resident and family meetings took place and questionnaires to assess if people were happy. Outcomes of meetings were shared with relatives.

The provider made sure people could access the care, support and treatment they needed when they needed it.

Everyone received equitable access to care, with staff proactively identifying and addressing inequalities. Specialist input was sought where needed, including mental health teams, hospital consultants, and GPs, to ensure equitable access to expertise and continuity of care. Nutritional plans were adapted for individual requirements, such as modified diets and swallowing support, while mobility and falls prevention strategies enabled people to remain safe and as independent as possible. Physical, cognitive, and mental health needs were met inclusively, ensuring fairness and dignity for all. Professionals observed care was consistently person-centred and free from discrimination.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service demonstrated a commitment to equity by ensuring care was personalised and responsive to each person’s unique needs, preferences, and cultural background. For example, the provider had arrangements in place for people and relatives to attend communion services which took place on the first Wednesday of the month. In the October 2025, people participated in celebrating Diwali by attending an arts and crafts event and singing sessions. For people who had mobility challenges, the provider adapted their activities and altered their staffing levels to ensure everyone was able participate. People were supported to enjoy visits to pub, restaurants, farms and shopping trips. Exercise classes, therapeutic treatments and sensory sessions were inclusive and adapted to promote engagement, wellbeing and stimulation.

Feedback from families and professionals confirmed people felt respected, understood, and supported in ways that reflected their identity and circumstances.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to plan for significant life events, including end-of-life care, Do Not Attempt Cardiopulmonary Resuscitation (DNACPR), and Recommended Summary for Emergency Care and Treatment (ReSPECT) decisions. These conversations were handled with sensitivity and compassion, ensuring plans reflected people’s personal wishes and long-term wellbeing goals. Pain management plans ensured comfort throughout all stages of care. Professionals expressed confidence in the home’s approach to future planning. A relative said, “We are involved in care reviews and any end-of-life wishes have been recorded”.