Brookland House

“The provider had a good learning culture and people could raise concerns. Managers investigated incidents thoroughly. People were protected and kept safe. Staff were recruited safely. Staff understood and managed risks, including environmental risks. There were enough staff with the right skills, qualifications and experience. Improvements were being made to ensure newly appointed staff had an induction period which met their needs. Managers made sure staff received training and regular appraisals. Staff managed medicines well and involved people in planning any changes.Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent.People were involved in decisions about their care. Staff provided information people could understand. People knew how to give feedback and were confident the provider took it seriously and acted on it.Leaders and staff had a shared vision and culture based on listening, learning and trust. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. People with protected characteristics felt supported. Staff understood their roles and responsibilities. There were effective systems in place to monitor and improve the quality of the service provided.”