Broadgate Care 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 that the provider met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 82 (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 making 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.

Care records we reviewed showed a highly person-centred approach, with people and their relatives being involved in the care planning process. Information included how either through verbal or non-verbal means people were able to refuse or give consent for specific decisions. Staff we spoke with understood people well and could explain how individuals preferred to be approached.

People felt confident staff were responsive to their needs and showed genuine kindness and understanding. The Registered Manager had implemented ‘welcome baskets’ for people who were new residents to Broadgate. These included toiletries, essential items, soft towels and a bunch of flowers. The Registered Manager explained that some people moved in directly from being in hospital, so often arrived without these items. The Registered Manager explained how these baskets helped people to feel more welcome and at home, when they moved to Broadgate.

A relative gave overwhelmingly positive feedback about the person-centred approach of the service, they told us, “I would sum up that the staff are the real assets. Their reverence and respect both for residents and visitors alike is impressive. The new manager is brilliant too. If anything happens, they call me. They do their best with events too, as well as putting a lot of effort into them. They do communicate well with us and they never stop smiling. I am blown away by the staff.” Another relative spoke of the kindness staff displayed towards their whole family. They explained, “We absolutely love it. One of the staff members gave gifts to recognise our children’s’ birthdays, who are our family members grandchildren. I thought that was a very nice and touching thought. I can’t praise it enough. It is an amazing place. We are very, very happy.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service worked well with external health and social care partners. We saw prompt referrals had been made to support people who may need specialist equipment for managing falls or good skin integrity.

People’s care and treatment was effective due to their care and communication needs being robustly documented for staff to follow to support them. People’s care plans were kept up to date with important information from external health teams, to ensure people received wrap around care. Staff understood how to react if people experienced a change in their condition or required ongoing monitoring of an existing health need.

People's individual needs were being met by the adaption, design and decoration of the premises. Signage throughout the service was supportive for people living with dementia. The environment was clean and well maintained and the providers had invested in ongoing refurbishment.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Support plans and records met people’s requirements for meaningful communication and decision-making. Records were available for staff to enable positive communication with people about their choices when they did not use verbal communication. For example, using objects of reference, signs, or visual aids.

Care plans detailed people’s individual communication needs, such as spectacles or hearing aids. The service produced literature for people in different font sizes to assist in sharing information for people.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

The Registered Manager explained the various methods by which they sought feedback from people and relatives. These included regular resident and relatives’ meetings, questionnaires, and by operating an open-door policy, allowing people and relatives to speak with them when required. This ensured people were supported to give feedback on their care and share ideas for improvements. One relative told us, “I did a questionnaire not long ago.” Another relative told us, “I am made very welcome, whenever I go. The reception staff are always very polite too.”

The provision of activities at Broadgate had been improved following feedback from people and their relatives. The Registered Manager said, “We created the summer event based on the previous results of our residents' surveys, as some people are really missing holidays and going abroad. We tried to bring the holiday vibe to our residents.”

Where people had experienced the loss of a loved one, we saw staff were sensitive to their grief and showed genuine empathy. One relative explained how this was appreciated by them, “Following the sad death of one of our relatives, the service had a member of staff accompany my family member to the funeral, who supported them throughout.”

Where any complaints had been raised by people or their relatives, we saw the Registered Manager had responded promptly and investigated their concerns. A written response was shared with people and their relatives, and the service used these quality concerns to drive improvements across the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported with access to external teams when required and encouraged to maintain relationships with those who were important to them. We saw family and friends of people were able to visit when they wished and were made welcome by the staff team. One regular visitor told us, “This place is brilliant. The staff are absolutely fantastic, the place is spotless, and we visit every week. They are kindness personified.”

Relatives told us they were made welcome when they visited. One relative told us, “Everybody is welcome to visit at any time.” Another relative told us, “There are absolutely no restrictions whatsoever. I know them all personally too, it is a homely place.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

One relative gave positive feedback about the improved health outcomes for their family member since moving into Broadgate. They told us, “Since my family member has been there, they have done so well and have never been in hospital now for 4 years! Other places they have been in, they were forever going in and out of hospitals. They really look after my family member here.”

People and their relatives were positive about the activity provision in place at Broadgate. The activities staff showed energy and enthusiasm during our visit. People and their relatives told us there was plenty on offer for them.

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.

People’s care plans were detailed, regarding their spirituality and communication of end of life wishes. The plans contained information on supporting access to a place of worship or a visiting faith lead.

Staff we spoke with showed compassion and empathy regarding caring for people at the end of their lives. If people did not wish to discuss their end of life wishes, we saw processes had been established for what to do in an emergency medical situation. Where people had an advanced decision in place regarding the end of their life, these were clear, for staff to ensure peoples wishes were respected. One relative told us, “We have discussed this. We have also had an advanced decision in place. They always keep me fully informed on anything.”