Brook House

People's experience of using this service: Staff understood and provided care that was kind, caring and compassionate and this was continuously promoted by all the management team. Staff spoke about people they supported with warmth and compassion and it was clear that staff knew the people they supported well. This was supported by detailed personal histories in people's care files, enabling staff to get to know people as individuals.

People were extremely positive about the support they received. People's dignity, privacy and independence was promoted by staff when providing support. The registered manager understood the need for people to be supported by staff who they knew, had developed relationships with and that they could trust. Staff had developed respectful relationships with people and their wider support networks and understood that supporting people's family members was an essential part of the support package.

People and their relatives, were actively involved in their care and their views of the service were regularly sought as a means to continuously improve the service.

People told us they received safe care by staff they knew and who knew them. Staff had been safely recruited to ensure they were suitable to work with vulnerable people. Sufficient numbers of staff had been recruited and people told us they always arrived at the time they expected them and stayed for the contracted amount of time.

Staff were knowledgeable about safeguarding and we found that safeguarding referrals had been made appropriately. Risks to people had been assessed and measures put in place to reduce these risks. A system was in place to record any accidents and incidents that occurred in people's homes. Incidents were reviewed for any themes or tends to help prevent recurrence.

Staff felt well supported in their role and able to raise any issues with senior staff and the registered manager. Regular training had been completed by staff and they received supervisions to further support them in their posts.

People's consent to their care and treatment was sought and recorded in line with the principles of the Mental Capacity Act 2005.

The service worked with other professionals and agencies to help ensure people's needs were met effectively. Advice provided was clearly recorded and followed by staff.

Care plans were detailed and included people's needs and preferences in relation to their care.

People told us the service was well managed. Regular checks were made to help ensure the quality and safety of the service.