Brookhaven

People's experience of using this service: Support plans were very detailed person-centred documents. They reflected people's assessed needs extremely well and had been consistently reviewed. Any changes in need had been clearly recorded. People who lived at the home planned their own recovery journey, by using the 'Recovery Star' model, which is designed to enable people to take control of their own programme, so that goals are achievable and can be met. A wide range of evidence was available to demonstrate how people had significantly improved whilst using their own personalised 'Recovery Star' programme. Daily activities were tailored to suit each person on an individual basis and these were clearly highlighted and monitored by the management team through a digital computerised system.

A resident representative had been appointed, who attended internal and external meetings to actively discussed issues, particularly around mental health awareness. This helped to ensure the voices of those who lived at Brookhaven were heard by a wider audience.

The home had introduced an effective innovative system of the 'Champion Model', which was designed, in accordance with the five key questions used by the Care Quality Commission. Each area had a designated lead, supported by an enthusiastic team of staff and people who lived at the home. Each team was selected on the basis of individual strengths. Milestones were set and celebrated when achieved. This helped to ensure the voices of those who lived at the home were heard and people were involved in making decisions and improvements to their home and the service.

Everyone we spoke with provided us with extremely positive comments about the quality of service and the standard of the staff team. People who lived at the home were safe. Systems to act on allegations of abuse were in place. A wide range of risk assessments had been developed and potential risks were being managed well. A system was in place for the reporting and recording of accidents and incidents. Staff were recruited safely. Staff had received training in medication awareness and relevant guidance was available.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. People's needs and choices were assessed and their care and support was delivered to achieve effective outcomes. Staff engaged with people well. We saw some lovely interactions between staff and those who lived at the home. We were told and our observations confirmed care workers were kind and caring.

New staff received an in-depth induction programme and a broad range of training had been completed by all staff, who were regularly supervised and observed at work. People told us that staff were competent to do their jobs.

Detailed policies and robust systems were in place for the management of complaints. Audits had taken place and feedback was regularly obtained from those who used the service and their relatives. Regular team meetings had been conducted and staff members felt able to approach the managers with any concerns, should they need to do so. Meetings were also conducted for those who lived at the home and their relatives.