Brook 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

We identified 1 breach of the legal regulations. People’s care was not always dignified and respectful. However, staff were kind and caring and understood how to promote people’s choice and independence.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People did not always receive dignified care. People who required assistance with their personal care and continence support were left waiting due to a lack of staff availability. Comments included, "Generally I wait 10 - 20 minutes for the toilet and that is not good anytime" and "They could respond a bit quicker to the bell, it was 20 minutes this morning." Despite these concerns, we received positive feedback about the caring attitude of staff. Comments included, “The staff are very friendly” and “Staff are very courteous.”

Managers and staff spoke about people with warmth and kindness. However, we found some of the language used to describe people’s care needs in their care records and in conversation, was not respectful and did not demonstrate an understanding of people’s individual needs and how this may impact their communication and engagement with others. Staff and managers had not promoted people's privacy and dignity when making decisions about where to store their confidential, personal information.

We received positive feedback from health and social care professionals about the kind and caring attitude of staff and managers.

We found people’s sensitive, personal information stored in communal hallways including information relating to their continence care and health support needs. This information was accessible to anybody walking past and, in some cases, was prominently displayed. This demonstrated a lack of respect for people's privacy and dignity.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People and their relatives told us staff offered choices when providing people’s care. People were encouraged to do what they were able to do themselves and staff were respectful and encouraging when offering people assistance.

Staff were able to give examples of how they promoted people's independence and offered choices in their day to day care. The registered manager told us they regularly reviewed guidance for staff about how to promote people’s independence and choice in their day to day care to ensure it met people’s needs.

During our assessment, we observed staff providing appropriate support which enabled people to maintain their independence and make choices where possible.

The provider had processes in place for ensuring people’s care documentation promoted their independence. Whilst information relating to people’s capacity to make decisions was not always detailed, the guidance for staff to follow when providing day to day care was clear and outlined how to promote choice and control.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.