Broughton Lodge

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People were supported by staff who were kind, compassionate, and respectful. Throughout our visits, staff were observed treating people with dignity and warmth, engaging in positive interactions that demonstrated genuine care and attentiveness. People appeared at ease with staff and said they felt cared for.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We saw people having choice and control over where and how they spent their time and who they wished to be around.

The home had a resident guinea pig, named ‘Frank’, in the main lounge which was a popular and well-loved member of the home. The guinea pig had its own care plan, ensuring its welfare was maintained to a high standard. Staff reported that the guinea pig, provided comfort for people living at the home.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People appeared comfortable and at ease with staff. Where people were able, they were encouraged to make day-to-day decisions about their routines, including when to get up, what to wear, and how they wished to spend their time. One person told us, “I am well looked after. The carers get me up in the morning and ask what I want to wear. I get up about 7.00 a.m. I am happy to get up at that time and I go to bed at 10.00 p.m.”

The registered manager had allocated designated keyworkers to people to help build trusting relationships and ensure continuity of care.

People were supported to express their preferences, and staff responded to their needs with flexibility and understanding. Improvements were made during the assessment to the dining experience, which now included menus with meal choices, condiments, and table mats, contributing to a more enjoyable and dignified mealtime.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded quickly and effectively to people’s immediate needs.Throughout our visits, we observed staff responding promptly to verbal requests for assistance. No one was left calling out for support, and interactions were calm, respectful, and reassuring.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working at the home and about the people they supported and demonstrated a strong team ethos. They worked as a team to provide consistent and thoughtful care.

There is an on-call rota, where staff can contact the registered manager and team leaders outside of regular working hours, regarding any concerns they have about people and emergencies.