Brooklands Nursing & Residential Home

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People told us they were involved in making decisions around the care they received, and relatives told us they were included in these decisions where this was appropriate. People spoke particularly positively about how well the service communicated and engaged with them.

The quality assurance systems the provider had in place had not been completely effective at identifying some shortfalls. However, the provider took immediate action to rectify the concerns and we found a culture that was open, reflective and proactive at learning lessons and implementing improvements.

People told us they would recommend the service. They told us this was because of the high-quality, attentive care people received and the confidence they had in the staff and management to meet the needs of the people they loved. People gave us examples of the positive impact the service had had on their lives and what this meant to them.