BrendonCare Otterbourne Hill

This inspection report for Brendoncare Otterbourne Hill provides an overview of the care provided. The report covers key areas such as safety, effectiveness, caring, responsiveness, and leadership, offering insights into the daily experiences of residents and the operational standards of the home. It details how the service ensures resident well-being and meets regulatory requirements.

On safety, residents were protected from avoidable harm, with staff well-trained and confident in their roles. Robust safeguarding policies were in place, and appropriate measures were taken to manage risks. While staffing levels were generally good and recruitment efforts were improving, one individual's file lacked complete references, though other checks assured suitability. The home maintained a clean environment, and infection control procedures were followed.

In terms of how effective the care is, residents' needs were met through well-written care plans that reflected individual preferences. Staff received comprehensive training and support, leading to confidence in their roles. The home's purpose-built design incorporated dementia-friendly features, enhancing residents' living experience. While care plans generally aligned with best practices and national guidance, some newer residents' plans could benefit from more detail regarding routines and preferences.

Regarding caring practices, staff consistently treated residents with respect, kindness, and dignity. They took time to engage with residents, ensuring their individuality was acknowledged. Feedback from families was mostly positive, highlighting the staff's dedication. However, some families indicated they did not always feel fully involved or listened to, an area the manager acknowledged and planned to improve.

In terms of responsiveness, residents received personalised care plans and a variety of activities tailored to their needs and interests. The home maintained good communication channels with external health professionals, who reported the service as highly responsive to needs. While the service actively sought feedback, some families expressed dissatisfaction with the resolution of their concerns, and the manager is working to enhance visibility and responsiveness to these issues.

Finally, on leadership, the service was well-led, with a positive and open culture where staff felt comfortable reporting concerns. There were effective systems for assessing service quality and implementing improvements. The manager had identified communication challenges with some families and was taking steps to address these, aiming to ensure all voices are heard and acted upon.