St Brannocks

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. This was also reflected in the language used to describe people and the emotions they express. One person told us, “The staff are polite in every way. They are lovely. I can talk to any of the staff here.” Another person said, “The staff respect my privacy. They talk to me and make me feel better.” Staff treated colleagues from other organisations with kindness and respect.

Staff made sure that people received compassionate support and took the time to get to know them, including having enough time to enable them to understand people’s care and support needs, wishes and choices. A professional told us, “Privacy and dignity are well maintained and supported by staff.” A person’s relative said: “All the staff seem lovely. They respect [my relative], knock on his door before they enter.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were empowered to have their say about issues that were important to them. These were listened to and acted upon. Staff supported and empowered people to explore different aspects of themselves in a safe and non-judgemental environment. A professional told us, “The team are person-centred, they give [person] the space to be who they want to be.“ A person told us, “I can be myself here.”

People told us and records showed that staff supported people to learn new skills to enhance their independence. One person said, “I can choose what activities I want to do. I wanted to learn more cleaning so I have added that to my weekly [activity] planner. I clean the stairs, the cars and the kitchen.”

Staff supported people to meet their cultural and spiritual needs, and facilitated relationships with those important to them. Two people told us about how staff supported them to attend church. They said, “I go to church every 2 weeks on a Sunday. I have lots of friends there. It is a Christian church, I love it there”, and “I go to church every week.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff recognised different ways in which each person may be communicating discomfort, pain or distress, including both verbal and non-verbal cues. They escalated concerns if they believed this may indicate a deterioration in the person’s health and wellbeing. We observed interactions between people and staff and saw that these relationships were caring and compassionate when responding to people’s immediate needs, enabling staff to anticipate and meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress. Where people’s needs had changed, we saw the registered manager had taken immediate action to amend the support the person received and sought professional advice.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.