About the service: Broadway House is a domiciliary care service registered to provide personal care to people in their own homes and to people living in supported living settings, so that they can live in their own home as independently as possible. People’s experience of using this service:
People received a service which was personalised and met their individual needs and preferences. People told us that their independence was supported by the service.
People spoke highly of the staff who provided their care. People’s relatives were also positive about the staff and told us that people were cared for by staff who understood people’s needs and were competent in providing personalised care.
People told us that staff were kind, listened to them and respected the choices that they made about their care. Staff engaged with people in a friendly and respectful way. Staff we spoke with understood the importance of respecting people's privacy, dignity, equality and diversity needs.
People’s care was planned with the involvement of people using the service and when applicable their relatives. The service was personalised and responsive to changes in people’s needs.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice.
Staff received the information that they needed to provide people with individualised care and support. Staff told us that they worked well as a team and always reported any changes in people’s needs to the registered manager and other senior staff.
Staff told us that the registered manager and other senior staff provided them with the support and guidance that they needed to carry out their role and responsibilities.
The service assessed and managed risks to ensure that people received personal care and support safely.
There were opportunities for people to follow their interests and hobbies. They were supported to be part of the local community.
Systems were in place to assess and monitor the quality and delivery of care to people and drive improvement. Development and improvements to the services were made when needed.
People had opportunities to provide feedback about the service, and action was taken to address any concerns.
The provider had systems in place to resolve complaints appropriately. People’s relatives knew how to make a complaint and were confident that the registered manager would take appropriate action to resolve any complaints or concerns that they raised.
The service was well led by the registered manager. People using the service and their relatives told us that the registered manager and other senior staff were approachable and could be contacted at any time.
Rating at last inspection: Good. Report published on 29 July 2016.
Why we inspected: This was a scheduled planned comprehensive inspection.
Follow up: We will continue to monitor the service through the information we receive.