Archived: Broughton Lodge

We saw that people were relaxed and engaged in various activities where they wished. Everyone we spoke with told us that they were happy and were treated respectfully by staff.

During our visit, we saw that the manager made themselves available to people in the service and staff. People told us staff were caring and took time to talk with them each day. Each person commented that they were happy to live at Broughton Lodge. One person said "It's so very nice here, really it is”. Another person told us “the staff are all so patient with us”.

Staff were well trained and demonstrated caring attitudes towards the people they supported. Staff we spoke with were confident and knowledgeable in their roles.

We saw that care records described each person’s support needs accurately and that terminology was respectful at all times.

The service had a quality assurance system in place that took note of people’s views and addressed complaints. People we spoke with said they were confident that the service would listen to them if they had concerns. One person told us "but there’s no cause for complaint. Everything is so wonderful here”.

People who lived in the home told us they found the staff were consistently patient and respectful when they provided personal care. We observed that staff always knocked on residents' doors before entering.

Throughout the visit, we observed that staff were cheerful, flexible and respectful when interacting with residents. Staff were well trained.

Some people told us their health and wellbeing had improved since they lived at the home.

People who lived in the home told us they would feel happy to raise any concerns about their care, and would feel confident the home would take their concern seriously and deal with it appropriately.

The home carried out an annual relative survey, which showed strong satisfaction levels, and also allowed relatives to raise any concerns.

We observed that people felt comfortable to approach staff, who responded promptly and in a friendly manner.Throughout the day there were many positive comments about the staff, including 'this place is excellent', 'staff are very sensitive to the needs of residents', 'they are very good here' and 'I love it here'.

The managers were very visible in the home and often worked alongside the care staff to oversee the care provided. This enabled them to ensure that high standards were maintained, and also to identify any areas for improvement.