Archived: Brownhill House

People told us they were very happy with the care and support provided at the service. One person told us 'the staff are excellent, nothing's too much trouble'. Another told us 'it's a smashing place', and 'everything I need, everything I want' was taken care of. A large number of 'thank you' cards from relatives and people who had used the service previously were displayed on walls, which showed many more people also had a positive experience of the service prior to the inspection visit.

People's choices and consent to care and support were observed to be respected at all times during our visit. We observed staff supporting people with day-to-day activities, and the interaction was observed to be sincere, respectful and responsive to individual support needs.

We reviewed care plans for six people and they were person-centred and contained essential details about people's care and support needs.

The premises were well designed, laid out and maintained to a satisfactory standard and appropriate for people living there.

Staff were well supported and received on-going training and development to be able to effectively meet people's support needs.

The service was open to complaints, and people were given all necessary support if they wished to complain. Few complaints had been received, and they were resolved quickly and to the satisfaction of those making them.

We were shown examples of person centred care records which were well organised into separate sections. This provided clarity for staff. These had been developed for each individual and documented their wishes and preferences in relation to how their care was provided. A relative's assistance was sought with this where the person was unable to fully contribute themselves.

Equality and diversity had been considered in the service by looking at each individual's needs. Any equipment or adaptations needed were provided.

We spoke to six people living in the home, they told us that the 'staff were kind' and 'never shouted or got annoyed.' We observed how care was being provided to help us understand the experiences of people using the service. They also told us they felt safe and staff always came when they used the call bell. People told us they would report to the manager should any concerns arise although they could not remember if they had been told how to raise concerns or make a complaint.

People using services said the 'service was excellent' Other comments that we saw included 'level of staff is good' and added that staff communication 'could not be faulted.'