Broadmead Rest Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and relatives told us the care they received met their needs. People and their representatives were involved in planning their care. Care records demonstrated staff took an individual approach to meeting people’s needs, for example, responding to a person’s distress in specific ways set out in their care plan. Staff were aware of people’s interests, history, what was important to them, and how they liked their care provided. We observed staff demonstrating this knowledge and working in a person-centred way throughout the inspection.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider worked with other services to ensure people received continuity of care, including the mental health team and specialist nurses. Details of this support was recorded in people’s care records. Feedback from health and social care professionals was positive about how the service maintained continuity of care for people.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People and relatives told us they received the information they needed from the provider, in formats which were accessible to them. People’s communication needs were assessed with them, and communication care plans were developed. Communication plans included information about how staff should respond to people in different circumstances, for example, during periods of distress. There was information displayed around the service keeping people up to date with activities and events taking place. The provider had systems to provide documents in different formats, specific to people’s needs, such as large print and easy read versions.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People and relatives told us they knew how to raise concerns and were confident action would be taken to resolve their issue.

The provider gave people information about the complaints policy. The manager kept a record of all concerns raised to ensure they were followed up and action taken. Records demonstrated concerns were investigated and responded to. The provider had not received any formal complaints in the previous year.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Assessments included the support people needed to access the care they needed, including specific equipment or adaptations. The assessments were regularly reviewed and updated as people’s needs changed. Accessibility of the building was considered as part of people’s needs assessment and on-going reviews. The service had a level access courtyard area, which was accessible for people who used wheelchairs and walking frames. Shade was provided to support people to be safe and more comfortable in hot weather. Shelter was also provided for residents who smoked.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The manager knew the barriers people with disabilities may face and worked to overcome them. People were supported to access services, local communities and healthcare by staff. The provider arranged for appointments to take place in the service where necessary, for example, due to people’s mobility or dementia. Staff completed equality and diversity training.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People and their relatives were supported to develop end of life care plans. Staff knew people’s wishes for the future, for example, whether people wanted to go to hospital for further treatment and their preferences for emergency medical treatment and care. Staff said they completed end of life training and worked with the community nursing team. This helped ensure people received coordinated end of life care, with appropriate support in place to promote their comfort, dignity and choice. We saw cards from relatives with positive feedback about the care staff provided at the end of people’s lives.