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Broad Oak Manor Domiciliary Care Good

The provider of this service changed - see old profile

Inspection Summary

Overall summary & rating


Updated 3 December 2016

This inspection took place on 06 and 13 October 2016. On 06 October 2016 we visited the office of Broad Oak Manor Domiciliary Care Service and then on 13 October 2016 we talked to relatives and health and social care professionals to ask for feedback about the service. The service offers care and support to 12 people in an assisted living service; however at the time of the inspection only 7 people received the regulated activity of personal care.

People who used the services offered by the provider owned their own properties which were situated on the same site with a nursing home owned by the provider and other facilities including a restaurant, a coffee shop and a converted barn which was used for social events. People had staff at hand over a 24 hour period if they needed help because staff were based on the site and able to get to people`s houses within a few minutes.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Staff received training in how to protect people from harm and they were aware of how to report any concerns internally and externally. People and their relatives told us that the care and support people received from staff was safe and had a positive impact on people`s lives.

People told us staff were respectful and offered care and support in a caring way which promoted their independence. Health care professionals praised the staff for the effective care and support they gave to people and for their dedication to help people keep in good health. People were involved in developing their own care plans based on their needs and wishes.

Staff had comprehensive induction training when they started working for the provider and they attended regular refresher training sessions. The registered manager identified and offered specialist training for staff to develop and progress in their career.

Health professionals told us staff were skilled and competent in recognising people`s changing health needs and were prompt in involving them in people`s care. This meant that people received health care support in a timely manner enabling them to remain in their own homes.

The provider successfully supported people to overcome the risk of social isolation. They had facilities for people to use and organised regular events to encourage social interaction. People were given opportunities to pursue their hobbies and interests.

People and their relatives told us they had good communication with staff and the managers who were running the service. They felt their voice was listened to and any suggestions they mentioned to staff were actioned to their satisfaction. People confirmed that staff sought their consent before assisting them and the service worked in accordance with the principles of the Mental Capacity Act 2005.

People and their relatives told us they felt the service was well managed and well led. Health care professionals were complimentary about the registered manager who they felt was running a service which had people`s best interests at heart. People we spoke with told us how they enjoyed living and being supported by staff at the service. Regular audits were carried out by the registered manager and areas identified as being in need of improvement were actioned and the quality of the service provided was improved.

Inspection areas



Updated 3 December 2016

The service was safe

Staff knew the signs and symptoms of abuse and how to report concerns internally and externally to safeguarding authorities.

People were supported to understand risks associated with activities of daily living and manage and mitigate these.

There were sufficient qualified and skilled staff to meet people`s needs at all times.

Staff were employed through thorough recruitment procedures which ensured staff were fit and able to support people who used the service.

People were supported to take their medicines by staff trained in safe handling of medicines.



Updated 3 December 2016

The service was very effective.

People received support from staff who were well trained. The registered manager and health professionals were observing staff practice to ensure they were working in line with recognised good practice.

Staff felt supported by managers, they had regular supervisions and yearly appraisals.

People`s consent to care was sought by staff and the principles of the Mental Capacity Act were followed.

People were encouraged to have a healthy balanced diet.

Staff worked collaboratively with health and social care professionals to promote people’s health and well-being and respond to any health concerns.



Updated 3 December 2016

The service was caring.

People developed long standing relationships with staff who they trusted and were involved in decisions about every aspect of the support they received.

People were supported to be as independent as possible.

Staff promoted people`s dignity and privacy in a respectful manner.

People`s personal information was kept confidential.



Updated 3 December 2016

The service was responsive.

People`s care and support plans were regularly reviewed and contained up to date person centred information about the support needs people had and also their abilities.

People were encouraged to pursue their hobbies and interests.

People`s views were actively sought in regular meetings.



Updated 3 December 2016

The service was well led.

People who used the service and staff were involved in developing the service.

Staff understood their roles and were well supported by the management team.

The provider had arrangements in place to monitor, identify and manage the quality of the service.