Brunel House

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 treated people with kindness, empathy, compassion and respected their privacy and dignity.

Staff knew people well and cared for people’s wellbeing. People told us staff cared about them and were kind. Comments included: “I only need to ask the staff [for something] and they know me and know what I like” and “I like [staff] they look after me.”

People were given choices and supported to be comfortable and relaxed within their home. Staff spoke warmly about people they supported. We observed staff offering choices to people and, where a person needed specialist support, staff spoke to them with compassion, dignity and helped them in a supportive way. People told us all the staff were friendly towards them.

The provider had systems for making sure people’s confidential information was stored securely.

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 records identified people’s individual strengths and areas where support was needed. Assessments considered people's protected characteristics, including religious and cultural needs and disabilities. People’s requests for support to meet religious preferences had been actioned. For example, we found in meeting minutes people had requested a Sunday service at a church and staff had made the necessary arrangements.

The dementia ambassador had completed case studies for some people living with dementia. This enabled staff to read about people’s life events and possible links to communication and distress. This work supported staff to get to know people and understand their needs.

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

People could have visitors when they wished without restrictions. People told us they had choice in their lives and made their own decisions about day-to-day activities. For example, people said they got up when they wanted to and went to bed when they were ready.

The service employed a team of lifestyle workers who supported people to maintain links with the local community. People’s wellbeing was promoted and activities provided to meet people’s needs. During our inspection we observed a number of activities taking place and saw people going out on trips and with family and friends.

There was a ‘residents committee’. This was a group of people who met regularly to discuss things like activity planning. Meetings were recorded and where people requested specific activities, staff had responded and made arrangements. For example, people had requested a specific trip out to nearby villages. This trip had taken place.

Staff listened to and understood people’s needs, views and wishes. They responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff we spoke with explained how they would speak to people to understand their likes, dislikes and preferences. All noted that these likes and dislikes could change from day to day. This meant staff were providing care, which was not based on assumptions, but which was reactive to what people needed at the time they needed it.

People told us staff responded quickly when they needed assistance. Room temperatures were checked daily and adjusted by the maintenance team to support people’s needs in the moment. Throughout the inspection, we observed staff responding promptly to the call bells and requests for assistance.

People said staff responded to their requests for help in a timely way. One person said, “They [staff] come quite quickly when I call, they offer to help if they think I need it.” People we spoke with told us they were supported by the provider in “An excellent way, staff are always happy and always listen to me.”

Staff regularly checked care records and completed observations to make sure people received support in a timely way. Care records demonstrated staff responded promptly to people’s needs, for example taking swift action to manage pain for people.

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

The provider had a range of systems available to support staff wellbeing. The registered manager told us staff had access to health benefits which included support with mental health concerns. The service had started an employee of the month scheme which anyone could nominate individual staff for the award. The provider had schemes to help staff financially. For example, staff could request wages in advance or access enhanced pay while on sick leave. The registered manager told us this helped staff anxieties at times they were in need.

The registered manager was a mental health first aider which meant there was also on-site support for staff with their wellbeing.