Broomcroft House 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 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 made 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. Staff provided people with person centred care and knew people well. We observed friendly, person-led interactions where people’s choices were respected. People were positive about how they were supported. One person said, “Some of the staff are exceptional, their aptitude in looking after people is very good.” Care was flexible and responsive to changing circumstances. Staff adjusted support when people were unwell or distressed and took appropriate action when needs changed, including seeking advice from health professionals where required. This helped ensure care remained responsive to people’s needs and supported their wellbeing.

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. People received consistent day-to-day care, as staff had a good understanding of people’s needs and delivered support consistently across all shifts. This helped maintain a sense of familiarity and stability. Information about people’s needs was effectively shared among the team. Records showed that staff updated care plans following any changes in health or after incidents, which supported ongoing continuity of care. The service engaged with external professionals when needed, including GPs and emergency services. Advice from these professionals was followed and incorporated into people’s care, helping to ensure consistent and effective support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s communication needs were documented within their care records, so staff could tailor providing information to people in a responsive way. The service had information displayed in different formats. Menus were updated each day within the dining area, and pictorial menus were in place. Activities were also displayed in pictorial format and were available for viewing in communal areas.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. Staff listened to people during daily care and responded appropriately to their needs and preferences. People and their relatives were involved in regular feedback meetings with the leadership team, providing opportunities to share updates and raise any concerns. The service also used a ‘you said, we did’ approach to demonstrate actions taken in response to feedback and suggestions, such as what activities within the service people wish to see more of, or different meal options.

The provider made sure that people could access the care, support and treatment they needed when they needed it. There was appropriate signage throughout the building, and sufficient equipment was in place to enable people to mobilise safely. Care plans considered people’s needs, and what reasonable adjustments could be made to ensure people could access their care and support effectively.

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. People’s support was personalised; staff knew individuals needs well and protected people’s rights and removed barriers where they were able to. A staff member told us people received the same quality of care at the service because “We give the best care to each person, taking into consideration their individual needs.”

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 and relatives’ preferences were requested during end-of-life planning, and people’s wishes were personalised and respected. The provider had systems in place to support people at the end of their life to have a comfortable, dignified and pain-free death. The service worked closely with palliative care professionals who told us, “The staff at Broomcroft House, work with us and people in a sensitive and professional way.”