Broadway Care Solutions Ltd

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. This is the first assessment for this newly registered service. This key question has been rated 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.

Care was delivered in a person-centred way. Staff told us they delivered care with dignity, empathy and respect. Changes in need were identified and shared through regular assessment and feedback. Care plans were person-centred and focused on the individual. One person told us, “I have read the care plan, and yes, I do have access to it.”

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.

Staff demonstrated a clear understanding of people’s needs and how to provide consistent care. Staff described prioritising dignity, independence and personal preferences to improve quality of life. One member of staff told us they supported continuity by “prioritising [person] preference, dignity and independence to improve quality of life.” One person told us, “My care and support are very good.”

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

Staff described communicating information in accessible ways, including using plain language, providing information in different formats and allowing sufficient time for people to process information.

One member of staff told us they communicated, “By using plain language, providing information in multiple formats like images and audio, speaking slowly and allowing ample time for processing.”

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 supported people to raise concerns and complaints through transparent processes.

One member of staff told us they followed an “Ask, Listen, do approach, ensuring the process is transparent and free from fear.”

One person told us, “I would speak to the manager if I had a complaint.”

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

One member of staff told us, “The door to the toilet was removed to allow mobility during personal care,” and explained “a kitchen protocol was then implemented to ensure personal care was supported appropriately.” The person had consented to this to maintain more room.

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 person told us, “They treat me fairly.”

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. End of life was recorded in care plans.

Staff confirmed they had completed end-of-life e-learning and described good end-of-life care as “respectful and dignified.”

One person told us, “Yes, I am involved in making decisions about my future care.”