Brook View

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture. At our last inspection we rated this key question good. At this inspection this has remained the same. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. Staff and leaders understood the values of the service and worked collaboratively to improve outcomes for people. There was a clear commitment to equality and human rights, and staff felt listened to. Team meetings and feedback systems were in place to promote learning and development. People told us they felt the service was moving in a positive direction under the new manager.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. Leaders were visible, approachable and committed to improving the service. Staff told us they felt supported and that leadership had improved since the new manager joined. Leaders were aware of the challenges within the service and had taken steps to address concerns, including recruitment into key roles and improving.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff felt confident to raise concerns and were aware of the whistleblowing policy. Lessons learned from safeguarding investigations were shared with the team, and staff told us they felt safe to speak up. Feedback was gathered through surveys, meetings and supervision, and used to inform service improvements.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The provider promoted a culture of fairness and inclusion. Staff were treated equitably, and policies were in place to support protected characteristics. Training on anti-bullying, LGBTQ+ inclusion and equality was available. Staff told us they felt respected and valued in their roles.

Despite the provider having clear responsibilities, roles and systems of accountability we found they did not always ensure complete oversight of care records and action plans. While audits had identified issues with oral care and drinks fluids thickener documentation, some actions were not consistently implemented, despite being signed off as completed by the management team. The provider took immediate steps to rectify this and has since updated us with proposed actions and improvements they have made.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The service worked well with external partners, including commissioners, local authorities and health professionals. Staff collaborated with others to ensure people received joined-up support. The registered manager had built strong relationships in the local community and supported people’s involvement through ambassador roles within the organisation.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The provider demonstrated a commitment to continuous improvement. Staff were involved in developing the service and evaluating changes. Quality assurance systems were in place, and feedback was used to drive improvements. This was especially evidenced during our inspection when the provider was very responsive to any feedback we gave and took immediate action throughout the inspection.