Millbrow Care Home

Staff had the right skills, qualifications, and experience, and received ongoing training and regular appraisals to ensure high-quality care.

People were involved in assessing their needs, and staff reviewed these assessments considering communication, personal, and health needs. Care was based on current evidence and best practices. Most people enjoyed the food, which offered a variety of options, and they received enough to eat and drink. Staff collaborated with other agencies to ensure the best outcomes and smooth transitions when changing services. They monitored health to support healthy living and ensured people understood their care and treatment to give informed consent. When individuals lacked capacity, decisions were made in their best interests with input from those important to them.

People were treated with kindness and respect, with their privacy and dignity protected. Staff supported individual preferences and encouraged maintaining relationships with family and friends. The provider also supported staff wellbeing.

People were involved in decisions about their care and received information in an understandable way. They knew how to give feedback and trusted that it was taken seriously. The service was accessible, worked to eliminate discrimination, and provided fair and equal treatment. Staff received training to reduce health and care inequalities, and people were involved in planning their care, including options about withdrawing or refusing care.

Leadership was based on listening, learning, and trust. Leaders were visible, knowledgeable, and supportive, helping staff develop their roles. Staff felt supported and free from bullying or harassment, including those with protected characteristics. Staff understood their roles, and managers collaborated with the local community to improve care. There was a culture of continuous improvement, with staff given time and resources to try new ideas. The provider was previously in breach of the legal regulation in relation to governance. There was now a good governance structure in place.