Archived: Brandon Trust Supported Living - Battersea

Below is a summary of what we found. The summary describes what people using the service, their relatives and the staff told us, what we observed and the records we looked at. We also spoke to a local authority commissioner, responsible for purchasing services from Brandon Care.

If you want to see the evidence that supports our summary please read the full report.

Is the service safe?

Staff demonstrated an extensive knowledge of the safeguarding policy and reporting procedures of the service and how they would respond to different emergencies. Each home had an individualised emergency protocol [Continuity Plan] and there was a member of the management team available on call at all times in case of emergencies. We were told by a person who used the service that 'staff help me to feel safe being in my own home.' Care workers we spoke with demonstrated an understanding of the types of abuse to be aware of. We saw that how allegations of abuse had been dealt with efficiently and appropriately.

Is the service effective?

People told us that they were happy with the care they received and felt their needs had been met. It was clear from what we saw and from speaking with staff that they understood people's care and support needs and that they knew them well. One person told us 'I like everyone where I live, staff, my friends and the area.' Staff training records showed that staff had undertaken training relevant to their role.

Is the service caring?

People were supported by dedicated and attentive staff. We observed how staff engaged with those who used the service and treated them with respect. A person who used the service told us how 'I feel I am listened to. I always get support when I need it.' We saw from records of the daily log that people were written about in a respectful manner. A manager told us 'we need to constantly check that staff understand what choice means for those we work with.'

Is the service responsive?

People told us they met with their key workers once a month to discuss what was important to them. Daily records confirmed people's preferences, interests, and diverse needs had been recorded and care and support had been provided that met their wishes. People had access to activities that were important to them and had been supported to maintain relationships with their friends and relatives when required. We saw that a request made by a person who used the service during a review had been acted upon. One person who used the service told us 'I know what is in my care plan and I follow it. My keyworker will change it if I want them to.'

Is the service well-led?

Staff had a good understanding of the ethos of the provider and quality assurance processes were in place. A manager told us 'we need to constantly stimulate discussion and learning from peers.' People told us they were asked for their feedback on the service they received and that they had also filled in a customer satisfaction survey. Staff told us they were clear about their roles and responsibilities. One care worker told us 'I share my practice and knowledge with others because I want to make sure we are giving a good service.' Another told us they felt 'really good in myself and that is down to my manager. I feel valued.'

People using the service told us "I like it here", "I like living here", "It's nice here", 'it's a good atmosphere here' and "they're alright here". The individuals spoken to said that they were treated with dignity and respect by care staff saying 'they are very nice to me', 'friendly' 'they're nice' and 'nice and polite'.

Staff spoken to said that they were well supported by senior staff and received the training and supervision they needed to do their job. The majority of staff spoken to were positive about the changes being made by the organisation to empower people using the service in 'their home'. Some staff referred to people using the service as 'customers' and gave examples of how services now focused on individuals and their rights.

We saw that work was on going to remove signage and office equipment from individual services with plans in place to establish office hubs for staff to work from instead.

Both people using the service and staff spoken to felt able to raise any concerns about the service being provided should they have any.