During an assessment under our new approach
Broad Oak Manor Care Home is a residential care home providing accommodation and personal and nursing care for up to 42 people, including those living with dementia.At the time of our inspection there were 38 people living in the service. The service is arranged over 2 floors with a lift between floors.
We carried out this assessment on 22 July 2026. This service was previously rated as good. We carried out this assessment to confirm whether the rating of good remains accurate. This report does not provide detailed information on areas where we found practice continues to meet a good standard. Instead, our findings focus on any areas where the service needs to improve or where we found exceptional practice.
People can only be deprived of their liberty to receive care and treatment with appropriate legal authority. In care homes, this can be done through a procedure called the Deprivation of Liberty Safeguards (DoLS), which is part of the Mental Capacity Act 2005 (MCA). We checked whether the service was working within the principles of the MCA and how they managed DoLS within the service. We found that staff and management worked within the MCA. DoLS authorisations were appropriately applied for and overseen. People were not subject to unlawful or excessive restrictions. They had choice, control and freedom over their lives.
People and relatives told us they felt safe living at the service and were positive about the support provided. Staff demonstrated a good understanding of safeguarding procedures and knew how to escalate concerns. A staff member told us, “Abuse, report to the manager. Go next in line.” Staff described a positive learning culture where incidents were reviewed openly. Another staff member said, “There is no culture of blame. If something happens, we reflect, learn and work to improve.” A healthcare professional told us they had no safeguarding concerns about the service and felt people were kept safe. They described staff identifying and managing risks appropriately, including obtaining specialist equipment when a shower chair was no longer safe to use and implementing two-person support for a person at high risk of falls.
People's risks were assessed, monitored and managed to promote their safety and independence. People told us staff regularly monitored their wellbeing and supported them to access healthcare services when needed. People’s medicines were well managed.
Most people, relatives and staff felt there were enough staff to meet people's needs. Staff told us, “We work as a team here, so everyone supports,” and “Staffing is good. We can always have more staff but realistically we have enough.”
People's needs were assessed and reviewed to ensure care reflected their health, wellbeing and communication needs. Staff had access to training and support and worked effectively with healthcare professionals. A healthcare professional confirmed staff followed professional advice and ensured recommendations were reflected within care plans. They also described the service as proactive in seeking advice and working collaboratively to support people with complex needs.
We observed staff treating people with kindness, dignity and respect throughout the inspection. Staff knocked before entering bedrooms and ensured privacy during personal care. A healthcare professional told us staff treated people as individuals and adapted their communication style to meet people's needs.
People's independence, choice and control were promoted. People chose how they spent their day, whether to participate in activities and where they wished to eat. A healthcare professional also described how staff encouraged people to maintain and improve their independence. Staff spoke positively about the environment and relationships within the home. A staff member told us, “It's not a care home but a family home.”
People received person-centred care that reflected their preferences and interests and spoke positively about the activities available. We observed people taking part in a range of activities, including singing and crafts. People and relatives felt able to raise concerns and were confident they would be listened to and acted upon. A resident ambassador scheme provided additional opportunities for people to share feedback and suggestions.
There was a positive and inclusive culture within the service. People, relatives, staff and professionals spoke highly of the registered manager and leadership team. Staff felt valued, listened to and supported. Comments included, “The registered manager is very good. She knows her job and is supportive.”, “She listens to me and is very supportive.” and “If I have problems, I could go to her about it.” A healthcare professional described the service as well managed, with visible leadership and an open approach to seeking advice and support.
Staff were proud to work for both the service and the provider. Comments included, “Bupa is a great employer. They focus on staff wellbeing while also striving for quality care.” and “I would be happy to continue with Bupa. They are very inclusive. They have their staff in mind.” Staff also described feeling able to speak up freely and raise concerns. A member of staff told us, “We can speak up freely in this company and don't get punished for that.”
Governance systems, including audits, meetings, training and feedback mechanisms, supported the delivery of safe and effective care. Staff and professionals described a culture of openness, learning and continuous improvement. The positive culture was reflected in comments from staff such as, “I really do like this place.”, “I would recommend this home.” and, “I would put someone I love here."