We carried out a review of the data available to us about Broad Oak Manor Nursing Home on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Broad Oak Manor Nursing Home, you can give feedback on this service.
Broad Oak Manor Nursing Home provides nursing care for up to 23 older people. At the time of our inspection 12 people lived at the home.
The home is an adapted manor house, with several reception rooms, dining room and lounge. People have access to an enclosed well-maintained garden where they can enjoy the outside space.
People’s experience of using this service and what we found
People and relatives spoke highly of how kind and caring staff were. They used words such as ’extraordinary’, ‘highly’ and ‘outstanding’ when they described staff’s behaviours, kindness and attitude when caring for people.
Strong caring values and ethos run through the core of the organisation. These placed people at the centre of their care and created a warm and friendly family like environment. People and their relatives felt at home at the service and considered staff being their extended family members. Many relatives told us their loved ones were alive due to the loving care they received from staff.
People and their relatives were involved in every aspect of their care and this made them feel valued and empowered to talk freely about their wishes or worries. This had a positive impact on people’s psychological wellbeing.
People felt safe. Staff knew how to report their concerns under the whistleblowing and safeguarding procedure internally and externally to local safeguarding authorities. Staff knew how to promote people’s safety and mitigate risks to people’s health and welfare. Medicines were administered safely by staff. There were enough staff employed through robust procedures to meet people’s needs in a timely way.
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 needs were assessed and regularly reviewed. This ensured their needs could be met effectively. Dietary needs were catered for and when needed other health professionals were involved in people’s care.
Activities organised in the home were based on people’s interests. There were good links developed with the local community and relatives of people were regularly attending a range of organised events at the service.
People’s care plans were developed in an electronic format. These were under review and further development to reflect better people’s likes, dislikes and preferences. There was a complaints procedure in place, however relatives told us they never had a cause to complain as any concerns they had were resolved promptly.
The provider worked with other organisations to ensure people achieved positive outcomes and lived comfortably. A range of audits were in place to accurately measure the quality and safety of the care provided and improve where needed.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 31 May 2017).
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
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.
At the last inspection in January 2016 the service was rated Good. At this inspection we found the service remained Good.
People told us they felt safe living in the home. Risks to people’s health and wellbeing were appropriately planned for and managed. Robust recruitment processes were followed. People told us there were enough competent staff to provide them with support when they needed it.
Staff had received appropriate training, support and development to carry out their role effectively.
People received appropriate support to maintain healthy nutrition and hydration. The service was meeting the requirements of the Deprivation of Liberty Safeguards (DoLS). People were supported to make choices to have maximum control of their lives and staff supported them in the least restrictive way possible.
There was a clear culture of mutual respect throughout the home and we observed that people were treated with warmth and kindness by all staff.
People were given the opportunity to feedback on the service and their views were acted on. People received personalised care that met their individual needs and were given appropriate support and encouragement to access meaningful activities. People told us they knew how to complain and were confident they would be listened to if they wished to make a complaint.
The management team worked hard to create an open, transparent and inclusive ethos within the service. There was a robust quality assurance system in place and shortfalls identified were promptly acted on to improve the service.
Further information is in the detailed findings below.
Broad Oak Manor Nursing Home provides accommodation and care to 27 older people including those who require nursing care and may live with dementia. There were 17 people accommodated at the home at the time of this inspection.
We last inspected the service on 02 May 2014 and found the service was meeting the required standards at that time.
The home had a registered manager. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run. The registered manager was on sick leave on the day of this inspection, the care team manager deputised in the registered manager’s absence.
People felt safe living at Broad Oak Manor Nursing Home. Staff knew how to keep people safe and risks to people’s safety and well-being were identified and managed. The home was calm and people’s needs were met in a timely manner. The provider operated robust recruitment processes which helped to ensure that staff employed to provide care and support for people were fit to do so. There were sufficient numbers of staff available to meet people’s care and support needs. People’s medicines were managed safely.
Staff had the skills and knowledge necessary to provide people with safe and effective care and support. Staff received regular one to one supervision from a member of the management team which made them feel supported and valued. People received support to eat and drink sufficient quantities and their health needs were well catered for with appropriate referrals made to external health professionals when needed.
People and their relatives commended the staff team for being kind and caring. Staff were knowledgeable about individuals’ needs and preferences and people had been involved in the planning of their care where they were able. Visitors to the home were encouraged at any time of the day and people’s privacy and dignity was promoted.
The provider had arrangements to receive feedback from people who used the service, their relatives, external stakeholders and staff members about the services provided. People were confident to raise anything that concerned them with staff or management and satisfied that they would be listened to.
There was an open and respectful culture in the home and relatives and staff were comfortable to speak with the registered manager if they had a concern. The provider had arrangements to regularly monitor health and safety and the quality of the care and support provided for people who used the service.
We considered our inspection findings to answer the five key questions we ask.
Is the service safe?
Is the service effective?
Is the service caring?
Is the service responsive?
Is the service well-led?
Below is a summary of what we found during our inspection of Broad Oak Manor.
Is the service safe?
People's needs had been assessed individually and were reviewed regularly by staff. Staff we spoke with were knowledgeable about people's individual requirements and how to support their needs. One person we spoke with told us, "I am very happy living here, I feel like the staff put me first and listen to what I would like, and I have no concerns what so ever with the quality of the care."
The home was welcoming and appropriately equipped to support the needs of people who lived there. We found the home was secure, and staff carried out a range of maintenance and safety checks frequently to ensure people's safety.
Suitable equipment was provided and maintained in order to promote people's independence and ensure people were moved safely. The home was clean, welcoming and free from offensive mal odour. The provider ensured that appropriate infection control procedures were in place to minimise the risk of cross infection. Staff were provided with appropriate personal protective equipment and a range of audits relating to infection control had been conducted.
Is the service effective?
Staff promoted people's independence and ability to make choices as much as possible. Members of staff described a person-centred approach to care and demonstrated a good working knowledge of the contents of people's support plans. One person who used the service told us, 'The staff here are very good, they get to know us and our little foibles because they chat with us.'
People were protected from the risks of inadequate nutrition and dehydration. Care records we looked at routinely assessed people's fluid and nutritional intake, and where necessary people were referred for specialist professional support.
Is the service caring?
We observed that people were treated in a dignified and courteous manner by the staff. Staff we spoke with were aware of people's individual needs and responded accordingly. Where possible, people were supported to live as independently as possible. For example we noted that at lunch time, people were supported to eat their meal with the use of equipment that promoted their independence.
People we spoke with told us they were satisfied with the care and support they received at Broad Oak Manor Nursing Home. One person told us that, 'The staff are very kind, they treat me like a person and I am ever so grateful for how they have helped me.' The person also told us, 'I feel better now than what I did before I came here, all the staff deserve a medal.'
Is the service responsive?
People's support plans carefully described their preferences, likes and dislikes and these were reviewed regularly. Where a person's health needs had changed this prompted a review of their needs and referral which were made to specialist health professionals where appropriate.
Is the service well-led?
The provider had an effective system to regularly assess and monitor the quality of service that people received. People who used the service were invited to attend meetings where they could raise any concerns and their feedback was taken into account and where possible acted on.
The manager carried out a range of audits to ensure the service was effective and an action plan was developed from these.
We noted that a complaints policy was available to both visitors and relatives. We saw from records that no complaints had been received in the last twelve months.
Staff received professional development that was relevant to their role. We saw that new members of staff were provided with a comprehensive induction, and training and development was provided to all staff. One member of staff we spoke with told us, 'I love it here, absolutely love it, I feel valued and supported by everybody.
We found that people's needs were assessed and care delivered in line with their individual care plans. This ensured people's safety and welfare. We saw staff providing care and support to people living at the home. They spoke in a calm and respectful way, gave people time to communicate and did not rush them.
People were provided with a choice of suitable and nutritious food and drink. They said that the food was good, that they had plenty to eat and drink and were given good choices at meal times.
We found that appropriate arrangements were in place for obtaining, recording, storing, and the administration of medicines. People told us that where staff looked after their medicines, these were given to them at the right times. One person told us, "They sort all my tablets for me. They are very good at that.'
People had their comments and complaints listened to and acted on, without the fear that they would be discriminated against for making a complaint.
People told us that they were involved in decisions about their care and treatment. They said that they felt staff listened to them and acted on their suggestions.
Three of the people we spoke with described the home as, 'A very social place to live'. The relatives of another person described it as a, 'Happy home'.
We found that people's care needs were met and that care was provided safely. However, we found that records were not consistently updated.
The people we spoke with all spoke favourably about the staff who work at the home. We found there were sufficient staff to meet the needs of the people residing at the home. Records showed that staff were appropriately trained for the work they do.
There were effective systems in place to monitor the quality of the service provided. We saw that where shortfalls in the service were identified, action had been taken to make improvements.