Broughton House Residential Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring this means we looked for evidence the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 registered manager always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. For example, people and family members told us staff were kind, caring and respectful towards them. We observed staff speaking with and about people in a kind and respectful way and knocking on doors before entering bedrooms and bathrooms. Visits from healthcare professionals were conducted in a dignified and respectful way. A healthcare professional told us, “Absolutely really supportive, come and help me, chaperone me, never leave me on my own, treat people in a very dignified caring way.”

The registered manager treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. For example, the registered manager explained how one person was supported to express themselves in a way that made them feel confident and comfortable. People’s personal records were kept confidential and shared only on a need-to-know basis.

The registered manager promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. For example, staff encouraged people to make choices such as when they got up and went to bed and where and how they spent their time. Equipment including handrails, hoists and walking aids were used to support and maximise people’s independence.

The registered manager listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. For example, staff demonstrated an understanding of people’s individual health conditions and how to respond to any changes. Staff explained how they adapted their communication styles to meet people’s needs. A member of staff responded immediately by comforting and reassuring a person when they suddenly became anxious and upset.

The registered manager cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. For example, staff were given access to services they could contact independently should they need advice about their well-being. Confidential supervisions with the registered manager enabled staff to discuss and agree any work adjustments. Staff confirmed they were supported to work flexibly around any personal circumstances.