Broadgate Care 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 that 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 85 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

The Registered Manager and area manager led by example, and showed kindness, compassion and empathy when engaging with people and their visitors. The whole staff team welcomed our assessment visit and were keen to speak with us. One relative told us, “The staff team are caring, without a doubt and beyond that. They are Broadgate’s biggest asset and are incredibly patient.” Another relative told us, “Yes, I think the staff are caring. They are coaxing and encouraging and always incredibly respectful.”

The staff team displayed a calm and patient approach when supporting people. We also saw staff had time to hold meaningful conversations with people which allowed them to express themselves. One relative told us, “I think this is a key area for me. The staff team are consistently outstanding, with excellent communication skills.” Another relative told us, “The Nurses are very good. My family member can be quite ‘difficult’ from time to time, but they know how to approach them when they are like that.”

People and their relatives told us the staff team treated them with dignity and respect. We observed staff knocking and waiting for permission prior to entering a persons’ bedroom. One relative told us, “The staff show absolute respect. I visit 4 or 5 times a week and they always ask before doing anything and wait for my family members’ readiness to engage.”

The provider treated people as individuals and were exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People living at Broadgate were respected and celebrated as individuals, with rich life stories. People were supported to maintain links with family, friends and their local community. Relatives explained how the service supported their family members to remain active. One relative told us, “My family member recently went to Goose Fair on a trip. The activities here are great for them.”

The service held a wide range of regular events, including a Hawaiian themed ‘celebration of summer party’. The Registered Manager explained, “Our residents enjoyed their food in the company of friends and family. The garden buzzed with joy, and even the sun seemed to linger a little longer, casting a warm glow over our celebration. It was more than just a barbecue; it was a celebration of community, care, and the simple pleasures that make life beautiful. As the day wound down, everyone agreed: it was the perfect way to say goodbye to summer.” The service had an activity planner, and the Registered Manager explained the plans for the upcoming Halloween party. There would be therapeutic activities provided for people, with a prize for the best costume.

People, relatives and staff were involved in celebrating people’s birthdays. One person had recently celebrated their 100th birthday, and a party had been held for them in the communal lounge. We saw their relatives had written a complimentary email thanking the staff team. This said, “Thank you all for the lovely celebration of my family members’ 100th birthday. The room was decorated beautifully, the gift was so nice, the cake was amazing and thank you to all the staff for signing their card and singing to them. We, the family, will have happy memories forever.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Relatives were positive about the support in place for their family members to maintain their independence. Relatives we spoke with told us people could plan their bedtimes and waking, what to wear and how to spend their day. One relative told us, “My family member has a routine. They like to get ready for bed early but then they are up early too, where they shower before going to breakfast. The staff enable them to do as they wish.”

People felt their individual choices and preferences were respected by staff. Care plans we reviewed had clear information on people’s preferences, wishes and feelings. Staff we spoke with understood the importance of respecting these and enabling people’s independence where they could.

The provider 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.

Staff understood the importance of responding promptly to people and ensuring they explained choices clearly, in ways that people could understand. Staff were responsive and gentle where people exhibited distress.

People were supported to maintain good nutritional health and to keep hydrated. We saw people were offered drinks by staff regularly throughout the day. A refurbished cafeteria area in the garden room was available, to enable people and their visitors to access refreshments.

People and their relatives we spoke with were positive about their or their family members’ mealtime experiences and the food provided. One relative told us, “My family member has changed in their eating habits, due to their dementia diagnosis. They are a ‘fussy eater’ and do not engage too well with the food from the menu. Staff understand this and offer alternatives. I was once there for Christmas Dinner and the food was amazing.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff wellbeing had been given priority at Broadgate since our last assessment. Staff gave feedback this had a positive impact on the staff team. One staff member told us, “The manager is very approachable. They are very ‘on it’ and are on the same page as me, very organised.”

Staff felt supported to bring the best of themselves to work each day. Another staff member spoke of the improved approach of the Registered Manager where staff raised concerns or requests, saying, “I do think there are enough staff. We requested one more staff member for upstairs at the team meeting and this was sorted by them, for us.” A relative gave positive feedback about the staff culture, they told us, “They all communicate very well. They are also very friendly with each other and not just the relatives.”