Broadoak Manor Care Home

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 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 changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

The provider was in breach of legal regulation in relation to dignity and respect.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We found people’s bedrooms and belongings were not always treated with respect or dignity. For example, across all units we observed disorganised wardrobes, clothes stuffed into drawers, and toothbrushes stored inappropriately.

However, we observed some positive interactions between staff and people. It was evident some staff knew people well and had built strong rapports with them.

People generally provided positive feedback about the staff. Comments included, “The staff are kind to me and nice” and “The staff are good.”

The provider did not treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. The provider did not take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

For example, we found people were sometimes referred to by their bedroom numbers, rather than their chosen names. This was evident in some incident records, staff interactions and lists used to identify people who required mealtime support.

People’s cultural preferences were not always met. Some people had preferences for a specific diet however, there was no evidence to support this had been met.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

We observed a lack of activities and stimulation taking place within the home. Some staff members told us not all people had access to the same activities, or to activities of their choice. One person told us, “It can be a bit boring here” whilst another person told us, “They give us these papers (wordsearches) but I’m not sure what to do with it.”

Records did not always evidence people were offered choices. For example, some behaviour records showed people were directed when to go to bed.

Some people we spoke with told us they were offered everyday choice, such as what to have to eat. However, staff told us there was a lack of choices for people who were on special diets for example, gluten free. Family members also confirmed this.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

Whilst we observed some staff supporting people with drinks and food in a timely manner on some units, we also observed occasions where staff did not respond in a timely manner until an inspector had alerted them. This included an incident where one person was observed kissing another, and instances where people expressed, they were thirsty and hungry.

Some people and family members raised concerns regarding the time they had to wait to be supported by a staff member. One person told us, “They take ages answering the buzzers,” whilst one family member told us, “It sometimes takes a while to answer the call bell.”

We raised these concerns with the management team and were assured action would be taken to communicate with staff.

The provider cared about and promoted the wellbeing of their staff.

Overall, staff gave positive feedback about the support they had received since the interim manager had been in post. They felt they had been listened to when they had concerns, both personal and professional. One staff member told us, “Managers are supportive. If I have any problems, I can go to them and talk to them.” Prior to this, staff reported they had not always felt supported.