7 August 2019
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
Broadlands is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was unannounced.
What we did before the inspection
We reviewed information we had received about the home since the last inspection. We sought feedback from the local authority and professionals who work with the home. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps us support our inspections. We used all this information to plan our inspection.
During the inspection
We observed the care and support provided and the interaction between people and staff throughout our inspection. We spoke with nine people who used the service, five relatives and two visiting professionals about their experience of the care provided. We spoke with the registered manager, deputy manager and eight members of staff, from the care, activities, catering and domestic teams.
We reviewed a range of records. This included four people’s care records and medication records. We looked at staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including audits, polices and systems were reviewed.
After the inspection
We spoke with two relatives about their experiences of Broadlands. We received electronic feedback from two people who lived in Broadlands and from 12 relatives about the care provided. We received electronic feedback from 18 members of staff about their experience of working at the home and seven professionals involved with the home.
7 August 2019
About the service
Broadlands is a residential care home providing personal care to up to 52 people. At the time of the inspection there were 51 people living in the home. Most of these people were older adults with needs associated with physical disability, dementia or long-term conditions.
People’s experience of using this service and what we found
People continued to receive exceptional high-quality care that met and exceeded their individual needs, expectations, and enriched their daily lives. Without exception, feedback was overwhelmingly positive from people, relatives, visitors and professionals about the extremely compassionate and caring approach of dedicated and enthusiastic staff, who repeatedly went above and beyond to ensure people’s lives were filled with enjoyment, meaningful occupation, engagement and involvement in the place they called home.
People were consistently treated with dignity and respect in a way that truly valued them as individuals. They continued to be supported to maintain their health and to access relevant services. Staff were knowledgeable about people’s risks and how to care for them safely. They understood how to protect and safeguard people and had a positive attitude to reporting concerns.
Staff were extremely motivated and passionate about their role and understood their responsibilities. They actively involved people and their relatives in the ongoing design and delivery of their care in line with their identified needs and with the wider issues within the home.
Feedback was actively encouraged, valued and acted on. People, relatives and professionals expressed confidence that they could raise issues or concerns with any member of staff or the management team and that these would be addressed.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
People’s medicines were managed safely. The home was visibly clean throughout. There continued to be enough staff with the right skills and experience to care and support people. When the time came staff respected people’s wishes and provided them with holistic, dignified, end of life care.
Broadlands continued to be an active presence within the local community. Strong community links had been established with different community groups regularly visiting and people accessing the local area.
Since our last inspection, under the leadership of the registered manager, Broadlands has gone from strength to strength, consistently developing and improving through its robust quality assurance systems to ensure it succeeds in delivering positive outcomes for people. A visibly person-centered culture had been firmly embedded, reinforced by the provider’s principles, values and expectations of staff. This underpin the characteristics of an outstanding service.
Rating at last inspection
The last rating for this service was Outstanding (published 10 November 2016).
Why we inspected
This was a planned inspection based on the previous rating.
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk