Broomcroft House 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 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and their relatives told us staff were kind, caring and respectful. One person said, “They [staff] are all very kind”, another said, “They [staff] are very good and friendly if you want something done, they’ll do it for you”. We observed positive, person-centred interactions between staff and people, where people were seen laughing and enjoying staff’s company.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Staff supported peoples religious and cultural needs, respecting their beliefs and practices. When people were unable to attend a religious service in person, staff facilitated access to online services. People were supported to have their personal possessions around them and each room had a memory box to display personalised items and photographs. The registered manager told us about a person they supported to visit the seaside. Due to their time serving in the Navy, the person had expressed a wish to go there and “smell the sea air” one last time. This visit had a profound impact on the person’s well-being.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People’s choices and independence were actively encouraged. For example, ‘show plates’ were used at lunchtime to support people to choose their preferred meal. There was a range of activities taking place in the home which people could choose to participate in. We observed people engaging in quizzes, singing and dancing to music. Staff told us they had access to a minibus and arranged trips out into the local community. One person told us that when they wanted a new plant, they were supported to visit a local garden centre in the minibus to choose one.

The provider listened to and understood people’s needs, views and wishes. However, we observed some occasions where people experienced delays in receiving support from staff, and feedback about call bell response times was mixed. One person told us, “I sometimes have to wait a while to be supported after pressing my buzzer.” However, there were sufficient staff on duty and leaders carried out weekly call bell analysis to monitor response times and followed up on any delays where there was no clear rationale. Staff had good knowledge of relevant health care concerns, how to identify them in the people they supported and how to respond. People said staff noticed if they were unwell and they were supported to see a GP, or healthcare professional if they needed one.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported and listened to by leaders. The service promoted staff feedback and input through regular staff surveys and ‘listening schemes’, which empowered staff to share feedback and be open. In addition, carer reward initiatives were in place, where people, staff and relatives could nominate staff for positive care moments, with staff receiving a monetary value through the points they accumulated. The registered manager told us, “If staff feel happy and have the correct support, then it’s a more positive environment for people.” Staff had opportunities to develop professionally within the service too. A staff member told us, “The opportunity of my apprenticeship came up through supervision discussion.”