Brook View

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 treated people with warmth and empathy. People told us they felt respected and cared for, and we observed positive interactions between staff and people throughout the inspection. Staff took time to talk with people and showed genuine interest in their wellbeing. Information about people was treated confidentially, and staff were aware of the importance of maintaining privacy.

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. People received care that reflected their personal preferences and cultural needs. Care plans included details about people’s interests, communication preferences and protected characteristics. Staff were aware of people’s backgrounds and used this knowledge to tailor support. For example, 1 person was supported to maintain a connection with their local community and attend activities that were meaningful to them.

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 supported to make choices about their daily routines and care. Staff encouraged independence and provided access to equipment and adaptations where needed. People had opportunities to participate in activities, maintain contact with family and friends, and enjoy visits. Staff respected people’s decisions and promoted autonomy wherever possible.

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. Staff responded promptly and effectively to people’s needs. We observed staff anticipating when people required support and acting quickly to prevent discomfort or distress. Call bell response times were monitored, and staffing levels were sufficient to ensure timely care. People told us they felt safe and well looked after. We saw how 1 person’s dietary preferences of using plant-based produce was catered for to ensure they received a diet in line with their needs.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to strive to deliver person-centred care. The provider monitored staff wellbeing and offered incentives and supervision. Staff told us they felt valued and had manageable workloads. There was a positive team culture, and staff felt confident to raise concerns. Training and development opportunities were available to help staff build their skills and confidence.