The Brocken

As part of the assessment, we spoke with people and their relatives, staff, leaders and reviewed records in relation to people’s support. We looked at all quality standards for this assessment. We did not identify any significant concerns about the support people received.

Feedback from people ,relatives and staff were positive about the values of the registered provider.

Most people reported they received timely support; however, some people had experienced some occasions where calls had been delayed, and they had not always been given prior notice. The registered manager that arrangements were in place to inform people if long-term delays were possible.

People were provided with safe support. The provider analysed incidents and reflected on the quality of the support provided. Staff received the training and support they needed to perform their role. Support needs were assessed prior to people using the service and this assessment was ongoing. There was an emphasis placed on person-centred care and included the views of people. People were able to maintain their independence and influence the support they provided. Links were maintained between the management team, people who used the service and their families. Governance systems enabled risks to be identified and to drive future improvement.

Care records were regularly updated. They reflected people’s current needs and risks, enabling staff to deliver safe and person-centred care. Systems for assessing needs, managing risks, and responding to changes in health were in place.

Staff numbers matched with people’s needs. Concerns were identified and acted upon.

Information was accurate and shared effectively, which meant care was coordinated and responsive to people’s changing needs. Partnership working with external agencies was effective.

Leadership and governance were effective. Systems provided leaders with a clear oversight of risk and performance, and there was evidence of learning, improvement, and sustainable change.