St Brannocks

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating remained good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People were enabled to live their best life. Staff and leaders engaged people, used information available and asked those closest to the person about their life. This enabled support to be tailored to the person’s physical, social and psychological needs.



Staff provided appropriate support to maximise people’s involvement in decision making and care planning, so it genuinely reflected their needs and preferences. This included making reasonable adjustments and enabling involvement from people that matter to the person. We saw that one person had been supported to arrange and go on their dream holiday, and another person was planning their own dream holiday considering their specific support needs.

The provider had a keyworker system in place to ensure staff were allocated to oversee and manage people’s support. One person said, “I have a keyworker, I have got her just recently. She does my [activities] timetable, and will maybe go on holiday with me next year, I think.” Another person told us, “I have two keyworkers. They helped me plan to go to Disneyland and with anything else I need.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and those close to them were supported to understand and raise concerns or make complaints when this was needed. We saw that people had specific monthly meetings with their keyworkers to discuss their support and raise any concerns, and action was taken as a result of these. For example, one person had expressed a wish to eat less salt and staff supported with practical suggestions to reduce their salt intake.

In addition, the provider facilitated a regular meeting with all of the people who use the service, called ‘Our Voice meeting’ which then fed into a regional ‘Our Voice’ meeting attended by representatives from each of the provider’s local care homes. One person was the St Brannocks representative at the regional meeting and told us about how she was supported by staff to raise any collective issues of concern from the people who lived at the home.



Staff supported people to make formal complaints when they felt needed to, and the provider acted upon these to improve the service people received. Information about complaints was available in formats people understood. One person said, “The staff helped me to make a formal complaint. I know things will change.” A professional told us, “Any complaints are swiftly dealt with.”

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The ethos of the home encouraged and empowered people to be themselves. People told us they were not discriminated against, and staff worked to ensure that reasonable adjustments were in place for people who needed them to live a fulfilling life and participate in the running of the home. Staff told us about how they amended the support they provided to ensure people could participate in local community life. One support worker said, “Helping people to improve their independence is so fulfilling. I work with [person] and have to think creatively about the different activities they can do with their mobility needs.” Another support worker told us, “We use pictures to support [person] to choose what they want to do, their preferred meals and any issues they want to bring up in their keyworker meeting.”

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.