Enter and view: Brookfield House

Healthwatch Cheshire East undertook an announced enter and view visit to Brookfield Care Home on 27 October 2025.  They spoke to 10 people.

Overall, Healthwatch formed a positive impression of Brookfield House. The home was described as welcoming, lively and friendly, with a strong sense of community. Residents appeared settled, staff interactions were calm and respectful, and feedback from residents and relatives was overwhelmingly positive.

Residents were observed to be well cared for, appropriately dressed, and supported promptly when they required assistance. Call bells were answered quickly, and staff were attentive without appearing rushed. Most residents and relatives reported that they felt safe, respected and listened to, and several commented that staff treated residents like members of their own family. The home had not relied on agency staff for the past three years, which supported continuity of care and helped staff build strong relationships with residents. The manager had been in post for six years and was described as visible, approachable and committed to maintaining a positive culture within the home.

The care provided at Brookfield House was strongly person-centred. Residents’ care plans were held digitally and reviewed regularly, with residents and relatives involved wherever possible. A “This Is Me” document was completed when residents moved in to capture personal histories, preferences and interests, which then informed care and activities. Bedrooms were personalised with photographs and personal belongings, helping residents feel settled and at home. End-of-life care was a particular area of strength, with staff described as compassionate and responsive to residents’ and families’ wishes, supported by external palliative care services when required.

Daily life at the home was supported by a full-time Activity Coordinator who delivered a varied programme tailored to residents’ needs and abilities, including those living with dementia. During the visit, residents were observed taking part in a lively singalong and dancing session, which created a cheerful and inclusive atmosphere. One-to-one activities were offered to residents who were unable or unwilling to join group sessions, ensuring no one was excluded. Residents and relatives reported high levels of satisfaction with the activities on offer and felt well informed about what was happening each day. The home also maintained strong links with the local community, including schools, church groups and volunteer befrienders.

The physical environment of the home was described as clean, warm and comfortable, although the building is older and décor appeared tired in some areas. Corridors were wide and accessible, and communal areas offered a choice of lively or quieter spaces to suit different preferences. Most bedrooms were en-suite and benefited from natural light and pleasant views. The garden was a significant strength, providing accessible outdoor space and having recently won a gold award in the Nantwich in Bloom competition. However, one relative suggested that further improvements could be made to enhance safety in the garden.

Food at Brookfield House was home-cooked, and staff catered for a range of dietary needs. Residents were offered choices at mealtimes and could eat where they felt most comfortable. Most residents and relatives were satisfied or very happy with the food, although a small number raised minor concerns about choice and presentation. Healthwatch noted that the dining rooms felt functional rather than homely, and that menus were not consistently displayed in a way that supported residents with cognitive or communication needs.

Some challenges were identified during the visit. The manager raised concerns about communication with external health professionals, particularly around hospital discharges, delayed medication and inappropriate discharge times for frail residents with dementia. There was also limited visible information within the home explaining to residents how they could raise concerns or make complaints independently, although relatives reported that they knew how to do so and felt confident approaching management. A small number of residents and relatives expressed a desire for more outings, although the provider highlighted the risks associated with transporting residents with advanced dementia.