Broadacres Care Home

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

Observations identified a lack of involvement and engagement of staff with people. The care environment was not dementia friendly and people were sat around without any stimulation. This was improved on the second site visit day. The mealtime experience was poor. There was a lack of choice and no atmosphere in the dining room. Staff stood over people while they were being assisted to eat. There was a new management team in place and so was difficult to assess staff well-being under the current management arrangements. Staff had felt unsupported under previous management arrangements and felt unable to raise concerns.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

People talked positively about the staff and how caring they were. One family member told us, "I’ve seen [staff] look after people, they’re angels. They’ve been brilliant with [relative]”. We asked people if they were happy living in the care home. They told us, “Yes, I try to get to know people” and “I’m happy and [the staff] are very good for talking and have I have a bed until I can get a bungalow”. One person told us, “[The staff] are a shoulder to cry on and if you’ve a shoulder to cry on it’s very comforting. There’s someone to listen”.

When we spoke with staff they told us that people get a visual choice of meals from show plates and some choose from a board. We did not see this in practice during meal times. Staff told us there was no choice for pureed diets. A member of staff told us the home does not feel dementia friendly and the lounge was very sparse.

We observed some positive and caring interactions from staff but these came mainly from the activities co-ordinator. One member of staff was given some direction by their manager and then came into the sitting room and sat with a resident and held her hand. People's meal time experience was poor. There was little or no communication or explanation given about meal and choices and staff did not create a positive atmosphere.

Information about independence, choice and control was not clear in people's care plans. We could not see evidence where people with capacity were in control of their care and support and they did not appear to be supported to maintain their independence. There was a standard approach to care and support that was not tailored or personalised to people's specific needs or preferences.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

Staff did not always feel supported by their manager. One member of staff told us, "There's been a lot of management changes but [the current manager] seems ok." Another member of staff told us there was a lack of consistency in the home. and no clear path to follow and poor guidance. On the second day of inspection an interim manager was in place and the atmosphere had improved and staff appeared to be happier and more supported.

We reviewed policies and procedures that were in place to support staff. We saw evidence that consideration was given to staff support, wellbeing and safety. These areas were covered in the staff handbook which was a comprehensive, standardised document used across the provider's group of services. We saw policies in place to support staff which included whisteblowing, recruitment, grievance and disciplinary process policies.