231 Brook Lane

Improvements had been made following our previous rated inspection and our rating for this key question had improved to good. There were systems, processes, and practices in place to ensure people were protected from abuse and avoidable harm. Incidents were investigated and lessons learned if care had not gone to plan. Staff undertook safeguarding training and safeguarding policies and procedures were available. Staff had a good understanding of safeguarding and were confident to raise concerns if needed, they told us, they were encouraged by the management team to raise concerns. Risks associated with people’s health conditions and support needs, were assessed, monitored, and mitigated effectively. There were safe recruitment processes in place. There were enough suitably skilled staff available to meet people's needs. Infection prevention and control was not always safely managed, however, the manager was responsive during our assessment and started to address some concerns during the assessment process. People received their medicines as prescribed.

Improvements had been made following our previous rated inspection and our rating for this key question had improved to good. People’s needs were assessed, and care and support were delivered in line with current standards to achieve effective outcomes. Assessments recorded people’s likes, dislikes, choices, and preferred communication methods. Staff worked with professionals both internally and externally to the home which benefited the people they were supporting. People were supported to access health care services as they needed and had annual health checks. There were hospital passports and health action plans in place to assist external healthcare professionals to understand people’s needs. Positive behaviour support plans were in place to guide staff on how to respond should people display distressed behaviours. People’s rights for seeking their consent and respecting their choices were upheld.

Improvements had been made following our previous rated inspection and our rating for this key question had improved to good. People were supported with kindness, compassion and dignity. Care plans were personalised and detailed people’s preferences. Staff were able to describe how they support people in an individualised way. The provider had systems in place to ensure people had independence, choice, and control over their lives. Staff knew people well and this helped to ensure they were able to anticipate their needs and seek appropriate support or guidance.

Improvements had been made following our previous rated inspection and our rating for this key question had improved to good. Care plans had been reviewed with people’s relatives to ensure people’s planned care was person centred. The provider was meeting people’s communication needs. Support and training was in place to aid staff to communicate with people in their preferred method. People were provided with information on how to complain. Information was available to people in an easy read format. People had access to required health care professionals. Records showed people had good access to other primary care services as required. Staff told us how they treated people equally and without discrimination. People did not have end of life plans in place, we told the provider this is an area they needed to improve in.

Improvements had been made following our previous rated inspection and our rating for this key question had improved to good. The governance of the service had improved. A new manager was in place and had made improvements to the service. Staff told us they were better supported since the new manager had started. They told us, they were confident the leadership team were committed to delivering a good quality service and promoted a supportive and open culture. Staff told us they had confidence in the skills and knowledge of their leadership team. The provider had a range of quality assurance processes in place, and these were mostly effective. This included audits of medicines, care plans and people’s environments. The provider had systems in place to develop the knowledge and skills of its current and future leaders and the manager told us they were supported by the provider in all aspects.