Brookfield Residential Care Home Limited

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 appeared to know people well, including their likes and dislikes. From our observations people and staff were seen to have a good rapport. Interactions were polite and good humoured. People said they liked the staff, adding, “The staff are always busy, but they are very caring” and “Staff are very nice, do more than their job.”

People were seen spending time with others and chatting. One person told us, “I like it here, I’ve made some good friends.”

The provider treated people as individuals and made sure people’s care, support and treatment met their individual needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff had a good understanding of people’s needs and their individual preferences. People’s individuality was respected, for example, people were offered different foods in line with their cultural and religious needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The aim of the organisation is outlined within the statement of purpose and service user guide, which details how people’s rights will be supported and promoted, enabling them to maintain their independence, following a lifestyle of their choosing.

People were able to make their own decisions about how they spent their time and were seen to come and go freely from the home. One person spoke about using the local bus network and visiting the local cafes and shops. They also said they had access to money, which they were able to manage themself.

Where able, people were encouraged to develop and maintain their independent living skills, carrying out household tasks, laundry and cooking.

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.

People felt staff listened and acted on what they said. Opportunities were provided for people to speak with staff privately and within a group. There was good communication between the team with daily handovers and regular team meetings.

People were supported by a small stable staff team, who had a good understanding of their individual needs and could easily recognise changes in health or behaviour. To ensure people’s needs were met, the team was supported by mental health professionals, crisis team and home treatment team.

The provider cared about and promoted the wellbeing of their staff supporting and enabling staff to always deliver person-centred care.

The manager and provider were present in the home and easily accessible to both staff and people living at Brookfield. Staff said they felt part of a team and were well supported. One staff member said, “You cannot fault either of them; I can approach them with any concerns or queries, always heard and listened to.”

The provider was introducing a more robust supervision process, providing staff with an opportunity to raise things privately and in confidence should they wish to. One staff member said, “There’s an open door policy, I know I could go and speak with them, and they would keep information confidential.”

To support staff the provider had introduced a new handbook, employees assistance programme and discount card, which offers discount and vouchers to staff on a range of products and stores.

It was recognised additional staffing was required to minimise the number of hours staff had been covering as well as providing more flexibility and cover when required.