Bramhall Manor Care Home

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 68 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

Appropriate assessments and care plans were in place but there was mixed evidence as to how much people and families had been involved in developing these. One person commented, “I suppose they would do a review but I can’t remember having one. All I know is that I am very happy here.” Records did not always clearly reflect how people and their families had been involved. Assessment processes which included asking about people’s food and drink preferences, and an ‘about me’ questionnaire were in place, but were not always completed in depth and used to inform the care plans. Care records were primarily task focused, did not always demonstrate that tasks were being completed in line with people’s assessed needs and did not reflect personalised care was being consistently delivered. For example, where people had expressed a preference about the gender of carer they wanted to support them with personal care there was a lack of evidence that this was being followed. However, we observed positive and kind interaction between people and staff, and people spoke positively about the care they received. One person commented, “The staff, food, care, and attention is marvellous.”

The provider understood the health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they got the care they needed and there was generally continuity with the support from staff. One person commented, “I see mostly the same people [staff] but they are on shifts and change every few days. [Named staff members] are very good and they have been here a very long time.” Another person commented, “The staff know what I need and a new lady came the other day and she didn’t have to ask she just got on with it.” People living at the service were supported to access the community and trips out, and where this was relevant this included regular access to specialist support services which staff helped facilitate.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The provider was able to adapt information to meet people’s needs including large format and translations where this was needed. People had communication care plans which contained detailed information about their needs and staff generally ensured people had access to the equipment they needed, such as hearing aids and glasses. Where people did not have verbal communication, we noted white boards were in place to support communication. The registered manager told there were communication cards available upon the units to support engagement between people and staff.

Information about the service was available to people on admission and information, such as the complaints policy, information about activities and meetings, and updates including ‘you said we did’ were displayed in various places across the building including at the entrance.

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.

The provider had suitable processes to investigate complaints and concerns and we saw the appropriate responses, including apologies under the duty of candour, were given where this was appropriate. People and families told us they felt able to raise concerns but were generally happy with the support and did not need to complain. Positive feedback was also collected and there were numerous thankyou cards about the care and support given by staff at Bramhall Manor.

A recent survey had been completed with friends and family, staff and visiting professionals. The results were primarily positive and where any areas for improvement were identified action had generally been identified to address these.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The provider supported people to access the services they needed which included the dentist and optician, as well as other health care services. People were confident they would get the support they needed. There was specialist equipment in place to ensure people who needed additional support to move could still access shower and bath facilities if they wished. There were outside spaces on each unit and people could go and spend time in a secure garden area. One person commented, “The staff come in and have a chat which makes me a little less lonely.”

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.

The provider was committed to enabling people to receive the care they needed and providing positive outcomes. Many people who lived at the service on a temporary basis were supported to return home, with other people choosing to live at Bramhall Manor permanently. People generally commented they were well treated with one person telling us, “Staff are all very obliging, I couldn’t ask for anything better.”

People were not always 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.

Care plans did not always include personalised details about people’s hopes for the future or wishes as they approach the end of life. We found some people had detailed end of life care plan but others contained very little detail. Improvements were needed to ensure the emotional support and comfort people may need as they approached the end if their life was recorded and met.