Brook House

We identified 1 breach of the legal regulations. The provider had not managed risks to people’s safety effectively or learnt from previous safety concerns. Environmental and infection prevention and control concerns were not always well managed. People's medicines were not always managed safely. Staff were not always visible and available to meet people’s care needs. However, we found staff knew how to recognise and raise safeguarding concerns and the provider had appropriate processes in place for notifying the relevant authorities and addressing safeguarding concerns.

The provider had not always ensured decisions around people’s capacity to consent were documented accurately, in line with the Mental Capacity Act 2005. However, we found people were able to make choices about their daily care. The provider had not always ensured people had detailed assessments of their needs completed when moving into the service. However, staff and managers had engaged with people, relatives and professionals to build upon the initial assessment and promote people’s health and wellbeing to achieve good outcomes. People’s nutritional and hydration needs were assessed and managed appropriately.

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.

People’s care was person-centred and their care plans reflected their individual needs and preferences. People and those important to them generally felt listened to. People’s communication needs and future planning wishes were considered, although information lacked detail. People were supported to access relevant health services and the provider made referrals to healthcare professionals in line with people’s individual support needs.

We identified 1 breach of the legal regulations. The provider’s governance processes were not effective in identifying and addressing concerns in the quality and safety of people’s care. The provider had not embedded a culture of learning to ensure improvements in the service were sustained. The provider had not fully explored how to gather feedback from people and the culture of the service did not always promote respectful care. Despite these concerns, people, relatives and staff were generally positive about the improvements being made by the management team. Staff felt supported and able to speak up if they had any concerns.