BrendonCare Otterbourne Hill

On this page

• 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. 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 adapted as people’s needs changed, including shifts in mobility, confidence, or medication routines. Staff adjusted visit times and approaches to reflect personal preferences.

The provider understood the diverse health and care needs of people and theirlocal communities, so care was joined-up, flexible and supported choice andcontinuity. Care remained flexible and coordinated. Staff worked with families, GPs, pharmacies, and social care teams to maintain continuity during changes in health or support needs.

The provider supplied appropriate, accurate and up-to-date information in formatsthat were tailored to individual needs. Information was shared clearly, with communication adapted for hearing loss, memory difficulties, or reduced vision. Staff offered written reminders or simple explanations when helpful.

The provider made it easy for people to share feedback and ideas, or raisecomplaints about their care, treatment and support. Staff involved people indecisions about their care and told them what had changed as a result. People shared views during reviews and day-to-day conversations. Feedback influenced changes such as visit duration, timing, or meal support routines.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People received equitable access to care. Staff adapted support for individuals with limited mobility, sensory loss, or cognitive impairment to ensure fairness and inclusion.

Staff and leaders actively listened to information about people who are most likelyto experience inequality in experience or outcomes and tailored their care, supportand treatment in response to this. People at risk of unequal outcomes, such as those without family involvement or living with cognitive decline, received tailored support to maintain safety and wellbeing.

People were supported to plan for important life changes, so they could haveenough time to make informed decisions about their future, including at the end oftheir life. Staff supported people to plan for future changes, including increased support, new equipment, or transitions into different services. Conversations reflected personal wishes.