Broughton House Residential 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 the provider met people’s needs. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 registered manager 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. For example, care plans were written in a person-centred way, they clearly described people’s wishes and preferences. Staff knew people well and showed awareness of their preferred ways of communicating and interacting. A healthcare professional told us, “They [staff] are so caring, person centred care is top priority.”

The registered manager understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. For example, staff understood people’s needs and provided them with appropriate care and support. Care records evidenced people received consistent care from other health and social care professionals such as community nursing and mental health teams. Record of appointments and outcomes were maintained for each person. A healthcare professional told us the registered manager and staff work well with them, made prompt referrals and consistently followed any advice or guidance given.

The registered manager supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. For example, people’s communication needs were detailed in their care plan and made available in different formats on request. People had access to information about the service provision including a service user guide and a statement of purpose. People were provided with information about how to complain if they were unhappy with any aspect of the service.

The registered manager 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. For example, people were given the opportunity to share their experiences of the service using surveys. Outcomes of the most recent surveys completed showed people felt listened to and were involved in decisions about their care and support. People and family members were aware of the providers complaints procedure and were confident about complaining should they need to. A person told us, “They listen to me if I have a problem and are good at resolving things.”

The registered manager made sure people could access the care, support and treatment they needed when they needed it. For example, the registered manager and staff understood how to access specialist health or social care support should people require this. People accessed services in the community to support their health and wellbeing. A health care professional commented, “I have worked alongside the care home for several years and have a good working relationship with staff.”

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. For example, care records evidenced people were supported to attend routine and specialist healthcare appointments. Clear records were maintained detailing outcomes and any follow up appointments.

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. For example, staff worked closely with people and relevant others such as family members to plan for their future, this included planning peoples end of life care. A healthcare professional told us, “The home provides excellent end of life care, couldn’t ask for a better home for my patients.”