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Broad Oak Manor Domiciliary Care Outstanding

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 27 July 2019

About the service:

Broad Oak Manor Domiciliary Care is a domiciliary care agency. It provides personal care to people living in their own houses and flats. It also provides assisted living to people with more independence. It provides a service to people living with dementia, people with a physical disability, older people and people with sensory impairments. Its office is based in a rural area of Hertford. At the time of our inspection visit there were seven people receiving a service of personal care.

The service is on the same site as another of the provider’s services, Broad Oak Manor Care Home. Also on site is a converted barn that people can use to socialise. This contains comfortable seating areas, a television and a café area that members of the public can also use.

Peoples experience of using this service:

People’s care was person centred and based on what was important to them. People's concerns were dealt with and acted on before they became a complaint and to the person’s satisfaction. One staff member told us how they danced to encourage a person to get out of bed. Systems were in place to meet people’s end of life care needs and help ensure a dignified and pain free death. One compliment from a relative stated, 'The family wish to express our sincere thanks to all the staff who cared for [person] and [staff] who looked after then with such kindness. Thank you also for the kind expression of sympathy and condolences which were a great comfort to us all.'

Skilled staff were provided with the necessary support including coaching, shadowing experienced staff and regular supervision, staff maintained their skills. People's needs were completely met. One relative told us of the significant difference staff made to their family member in being able to live at home. People's independence was upheld and promoted with enough to eat and drink. Staff enabled people to access healthcare support by working exceptionally well with others involved in people’s care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

People were cared for by staff with compassion, kindness and dignity. Staff knew people well and they promoted people’s privacy, culture needs and independence. People had a say and choice in who and how their care was provided. One person told us, "I absolutely can’t praise staff enough for what they do. They go the extra mile every time and do the little things that mean so much.”

The registered manager promoted and supported an honest and open staff team culture. Staff upheld the provider's values by helping people live a meaningful life. Governance and oversight of the quality of the service was highly effective in driving improvements which changed people's lives for the better. People were at the heart of determining how the service was run. The service and its management team worked extremely well and successfully with other organisations. People received care that was highly coordinated and as a result they led a meaningful life. Many people complimented the service for the quality of care provided. One relative told us that all staff had totally transformed their family member’s life and how pleased they were at how well the service was run.

Risks to people were identified and managed well. Appropriate steps had been taken to safeguard people. Sufficient numbers of staff with the required skills had been recruited safely and deployed to keep people safe. The provider’s monitoring systems were useful in alerting any reason staff were running late. One person spoke fondly of their care staff and said, “I feel safe knowing I can rely on [staff]. I have never ever had a missed [care] visit” People were supported to take their medicines as prescribed by trained and competent staff. Lessons were learned when things did not go quite so well. Infection control sys

Inspection areas



Updated 27 July 2019

The service was safe

Details are in our Safe findings below.



Updated 27 July 2019

The service was exceptionally effective

Details are in our Effective findings below.



Updated 27 July 2019

The service was exceptionally caring

Details are in our Caring findings below.



Updated 27 July 2019

The service was exceptionally responsive

Details are in our Responsive findings below.



Updated 27 July 2019

The service was exceptionally well-led

Details are in our Well-Led findings below.