Brook Cornwall

Updated 20 December 2021

Brook Cornwall is part of the larger organisation Brook Young People and provides confidential sexual health services, support, and advice to people living in Cornwall and the Isles of Scilly. Brook Cornwall used to only provide services to young people under the age of 25 but took over all age services in Cornwall in December 2019.

Brook Cornwall is registered to provide care and treatment under the following regulated activities: diagnostic and screening services, family planning and treatment of disease, disorder or injury. There is a registered manager in place.

Brook Cornwall was last inspected in May 2017 and at the time, we did not have a legal duty to rate them. We highlighted good practice and issues that the provider needed to improve.

In the 2017 inspection, the provider breached the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 under:

Regulation 17: Good governance:

17(1) Systems or processes must be established and operated effectively to ensure compliance with the requirements in this part

17(2)(b) Assess monitor and mitigate the risk relating the health, safety and welfare of service users and others who may be at risk which arise from the carrying on of the regulated activity.

Staff often worked in separate parts of the building during clinics. This meant that should an issue arise a member of staff may be isolated and not be able to communicate with their colleague. Panic alarms were not in place in reception at all clinics.

This has now been partially met.

Regulation 16: Receiving and acting on complaints

16(2) the registered person must establish and operate effectively an accessible system for identifying, receiving, recording, handling and responding to complaints by service users and other person in relation to the carrying on of the regulated activity.

The provider had not ensured full information and guidance about how to complain was available or accessible to everyone who used the service.

This has now been met.

What people who use the service say

Patients said they were able to get an appointment on the same day and some within an hour. The service was good at fitting appointments around patients’ other commitments and were very flexible.

Patients said that staff explained various options for treatment and they found treatments that suited them.

Patients spoke very positively about staff attitude and said they could speak to them without feeling judged.

Patients said that staff they came across were helpful and understanding and provided reassurance. Patients thought the service was well managed, staff were friendly and made them feel settled. Patients were generally very happy with their experience.

Patients said that staff introduced themselves to patients as did the chaperons and were excellent in explaining that everything would be confidential, asking if the patient was happy to have a chaperon in the consultation.

Patients said the service was very discreet, easy to get to and parking was close by.

However, one patient said staff did not protect their modesty when they went out of the room, leaving them feeling very uncomfortable.

Some patients did not receive the follow up they were expecting from the service.

Some patients felt underprepared for their appointments and would have like more information about what to expect.

Updated 20 December 2021

We rated this service as good because:

Staff assessed risks to patients, acted on them and kept good care records. Staff safely prescribed, administered and recorded medicines well. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.

Staff provided good care and treatment to patients and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available six days a week.

Staff treated patients with compassion and kindness, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.

The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.

Leaders ran services well using reliable information systems and supported staff to develop their skills., and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

The service did not always have enough skilled staff to care for patients and keep them safe. Not all staff were up to date with training in key skills nor understood how to protect patients from abuse. The service did not control infection risk well at all sites. They did not store medicines safely.

Not all staff understood the service’s vision and values.

Updated 20 December 2021

We rated this service as good because:

Staff assessed risks to patients, acted on them and kept good care records. Staff safely prescribed, administered and recorded medicines well. The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.

Staff provided good care and treatment to patients and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available six days a week.

Staff treated patients with compassion and kindness, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.

The service planned care to meet the needs of local people, took account of patients’ individual needs, and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.

Leaders ran services well using reliable information systems and supported staff to develop their skills., and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.

However:

The service did not always have enough skilled staff to care for patients and keep them safe. Not all staff were up to date with training in key skills nor understood how to protect patients from abuse. The service did not control infection risk well at all sites. They did not store medicines safely.

Not all staff understood the service’s vision and values.