Brook View

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. During this assessment this 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. Care plans contained a good level of person-centred information and detail regarding people’s preferences for support and their routines.

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 worked in partnership with external professionals to ensure continuity of care. People were supported to attend appointments, and care plans were updated following clinical input. Feedback from professionals confirmed that staff were responsive and knowledgeable. The service had improved its documentation systems, and staff were receiving guidance on using the electronic care planning tool effectively, although some improvement was needed with regards to the recording of accurate and up to date information.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was shared with people in a way they could understand. Accessible formats were available, and people were supported to access their personal information. Staff explained care decisions and involved people in discussions about their support. Complaints were well recorded and responded to, with learning shared across the team.

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 encouraged to give feedback through meetings, surveys and informal conversations. ‘Service user council notes’ showed strong engagement, and people felt their views were listened to. Staff acted on feedback, and changes were made to improve the service. People told us they felt confident to raise concerns and were kept informed of outcomes.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People were supported promptly and referred to agencies such as district nurses, Speech and Language Therapists (SALT) and psychiatrists in a timely manner.

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. Care notes included dates and times when staff followed up on appointments for people along with any follow up actions or recommendations.

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 their future care needs. End-of-life care plans were in place where appropriate, and staff had received training in advanced care planning. People were involved in decisions about their goals and aspirations, and care was delivered with compassion and sensitivity.