Brisen Company 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 inspection we rated this key question requires improvement. At this assessment the rating has changed to 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. We received positive feedback from people receiving care and their relatives. Comments included, “I can’t compliment them enough they are better than family members” and “They are absolutely lovely.” Staff were proud of the kind and caring approach they took and how they maintained people’s dignity when providing personal care. One member of staff told us, “I treat people as I would like to be treated. This job is teaching me patience and compassion.”

The provider treated people as individuals and made sure their care and support met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People told us staff respected their culture and religion. Comments included, “They are respectful, I provide indoor shoes, they always wear them” and “Yes, they are so good and I am Christian and they will often sing hymns and pray with me. “Staff told us “Everyone is different and we care for people as individuals.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People told us staff supported their independence whenever possible. Comments included, “The staff enable me to be independent” and “Yes, I have heard them ask permission, they are very patient.” Staff told us how they ensured people were in control whenever they provided care and support. Comments included, “I always ensure I ask permission before doing anything. I communicate all the time and ask clients at every step” and “I try to let people do what they can for themselves so they don’t lose the independence they have.” Care plans contained information about what people could do for themselves to help ensure staff did not take away people’s independence.

The provider listened to and understood people’s needs, views and wishes. People told us staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A relative told us, “Family member gets agitated but that’s part of their condition. The staff are very calm.” People also told us that staff took appropriate action when people required urgent medical attention. One person said, “The staff phoned the ambulance and they stayed with me till I left home” and “They dealt really well with it.” Staff were confident about taking the right action in emergency situations. One member of staff said, “If I am unsure about anything I call the office for advice. If it is a real emergency I call an ambulance first.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. The provider had conducted lone-working risk assessments to ensure staff wellbeing was supported. Staff told us the registered manager was always available if they had any concerns or queries.