Brockholes Brow - Preston

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

Improvements had been made. People were involved in their care. Care was designed and delivered to meet people’s individual needs and was accessible to people when they needed it. The service worked closely with other health and social care professionals to provide a consistent service that was tailored to individual needs and preferences.

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.

People were enabled to plan their care and take part in reviews of their care. Adjustments were made to reflect people’s changing wishes and information to support decision making was shared with people. Relatives told us they were involved in care planning and care was tailored to their individuals needs.

Staff told us they were able to access care records and they were up to date and reflected people’s individual wishes. Staff provided information to people in a way that was understood and involved other relevant agencies and health professionals when this was appropriate. This was in line with best practice and helped ensure care was designed around the person and their needs.

We observed staff delivering person centred care. Staff were patient and respectful when supporting people and followed the care plans and risk assessments in place.

People received care from staff who actively sought to work closely with other services. Recommendations from other agencies and health professionals were incorporated into care plans and care was adjusted to enable the care to be delivered.

People’s care and treatment was delivered in a way that met their assessed needs from services that were responsive. The management team told us they had focused on the recruitment of staff, so they could provide continuity of care.

External health and social care professionals told us suggestions to improve care had been implemented as agreed.

The service reviewed people’s care regularly and worked with other organisations to ensure care still met people’s needs. Information provided to other services was up to date and accurate and supported cohesive working. There was a business continuity plan which could be implemented as required, to ensure care remained consistent and co-ordinated.

We observed staff communicating and interacting with people in a way that they understood. People were able to get information and advice that was accurate, up-to-date and provided in a way that they could understand, and which met their communication needs. Relatives told us staff consistently supported their family members with their individual communication methods.

Deaf staff were provided with a Deaf Alerter (portable pager) to promote responsive communication and safety around the site. This supports them in their roles. Staff told us they were aware of the importance of maintaining people’s confidentiality and would offer people a private area in which to discuss private information.

People had access to their care records and information was provided in a way that was accessible to the individual person. Records were stored confidentially and in line with best practice.

People were empowered to share their views of their care and support through care reviews, discussions with staff, surveys and meetings. Accessible information was available in individual houses to support people if they wished to share their views or make a complaint. Comments made by people were actioned whenever possible. When a concern was shared, the registered manager took action to improve the service and prevent recurrence. People were supported to access advocacy services if this was their wish or required. Relatives told us they were confident any comments, concerns or complaints would be quickly addressed.

Staff told us they supported people to share their views as this would help inform if things could have been differently to improve the service. At the time of the assessment no formal complaints had been made. The management team explained they preferred to seek feedback and act quickly to improve people’s care.

There were a number of ways in which the provider listened to people and other stakeholders. These included surveys, monitoring complaints and incident and accident monitoring. The views of people in relation to activities, meals and other aspects of daily living was also sought and acted upon. The provider had a complaints policy which included ways in which concerns could be raised, the process for dealing with any concerns and further steps that could be taken if complainants were unhappy with the resolution. People had house meetings to allow them to share their views on the care and support they received.

People were able to access care, treatment and support when they needed to without delay. Staff promoted people’s rights to access external medical advice and advised external health professionals of the need to ensure a qualified and competent BSL interpreter was provided for health appointments. This promoted people's rights.

Staff showed they understood people had a right to receive the care and support that met their specific individual needs. Records showed they had received training in Equality & Diversity, and they demonstrated this when we spoke with them. They treated people equally, without discrimination and respected their individual needs, promoting their cultural needs. Following feedback from people using the service and to support people’s rights, the registered manager and nominated individual were exploring how to make doctor’s appointments a more person-centred experience for people. This was being carried out at the time of the assessment.

External health and social care professionals confirmed staff sought to ensure people were supported to access professional advice if this was needed.

People’s care, treatment and support promoted equality, removed barriers or delays, and protected their rights, including those related to protected characteristics under the Equality Act. People had individual communication plans that detailed effective and preferred methods of communication.

People understood their right to be treated equally and fairly and were provided with the care and support they wanted. People were engaged and supported by staff to be included and had the same opportunities as others to receive the care and support of their choice.

People’s care and support was tailored to meet their needs. One staff member told us, “I encourage people to learn new skills.” Staff told us they sought to identify and remove any identified barriers; this would be carried out with the involvement of the person.

The registered manager and provider monitored the support people received and sought to identify and remove any barriers. There was a suite of policies at the service which were known by staff and implemented to ensure people experienced inclusive care which was free from discrimination.

People were enabled to plan for events that were important to them. Their wishes and were recorded and staff were knowledgeable of these so they could deliver the care people had agreed to.

People were supported to make choices about their care and plan for the future. The provider had employed staff to teach people life skills and spoke passionately about supporting people to achieve their hopes and goals.

People were offered the opportunity to plan their care and any steps to help them achieve their goals and ambitions. If people wished, they could also share their end of life wishes. Care records were individualised, person centred and contained people’s wishes and instructions.