BrendonCare Otterbourne Hill

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Date of Assessment: 17 to 28 November 2025. The service is a care at home service providing support to adults of all ages living with dementia, a physical disability or sensory impairment in their own homes. At the time of our inspection, 16 people were receiving support with personal care. We inspected the service due to concerns received by the general public.

Staff delivered safe, effective, and person-centred support for people living at home. Care systems were well organised, with regular reviews and prompt updates when people’s needs changed. Staff worked closely with families, GPs, pharmacies, and social care teams to ensure smooth transitions and consistent support.

People were safeguarded through vigilant practice and clear understanding of risks linked to mobility, medication, confusion, and isolation. Risk assessments were proactive and involved people in decisions about safe routines. Environmental checks, medication management, and infection control were carried out reliably across all visits.

Assessments were thorough and reflected personal care needs, communication requirements, mobility levels, and health conditions. Staff followed evidence-based practice, worked cohesively across teams, and encouraged people to maintain independence, wellbeing, and healthier daily routines. Care was continuously monitored, and improvements were implemented promptly.

Staff delivered care with kindness, empathy, and respect. People were treated as individuals, and daily routines were shaped around personal preferences and choices. Relatives told us people were cared for with dignity. Staff responded sensitively to urgent or unexpected needs, and workforce wellbeing was supported through supervision and open communication.

Care remained responsive, flexible, and centred on people’s changing needs. Information was shared clearly, feedback was valued, and equitable access to support was consistently promoted. Planning for future care was handled sensitively in line with people’s wishes.

Leadership promoted a transparent and inclusive culture. Governance systems were strong, partnerships with community professionals enhanced care quality, and the service demonstrated ongoing learning and improvement. The service maintained high standards of safety, effectiveness, compassion, and responsiveness across service delivery.

People's experience of this service

People experienced support built around their individual needs, preferences, and daily routines. Staff focused on understanding each person’s unique circumstances, including their health conditions, mobility levels, and what helped them feel safe and comfortable at home. Care was adapted whenever people’s needs changed, which ensured support always felt relevant, personal, and responsive. People felt safe because staff noticed small changes in behaviour, mobility, or wellbeing and took action quickly. Staff listened to concerns, explained decisions clearly, and involved people in managing risks linked to falls, medication, or confusion. This approach helped people feel respected and in control of their care. Support was delivered consistently by staff who knew people well. They understood how individuals preferred personal care, communication, and daily routines to be managed. People experienced warm, compassionate interactions that promoted dignity and helped them stay independent in ways which mattered to them—whether choosing their own meals, deciding how they wished to be assisted, or maintaining meaningful activities in their home life. Staff worked with GPs, pharmacies, and community teams in ways that ensured people received timely care, especially when health or medication needs changed. People benefited from a culture where their voices influenced the service. Feedback shaped changes to visit times, care plans, and communication styles. Leaders promoted transparency, inclusion, and continuous improvement so people felt confident in the reliability and quality of their care.