CQC report explained · a nursing home
What the CQC found at Broad Oak Manor Nursing Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People felt safe, risks were assessed and medicines were managed safely. Inspectors found enough staff and appropriate recruitment checks.
- Effective?
- Good
- People's needs were assessed, staff were trained and health professionals were involved when needed. Dietary needs and consent were also addressed.
- Caring?
- Outstanding
- Inspectors found exceptional kindness, dignity and respect. People and relatives felt involved, listened to and treated as individuals.
- Responsive?
- Good
- Care was personalised and activities reflected people's interests. The home supported communication, family relationships and end of life wishes.
- Well-led?
- Good
- The home had clear responsibilities, regular audits and a strong caring culture. People, relatives and staff said it was well managed.
What inspectors found, February 2020
Rated Good overall, with Outstanding caring; inspectors found safe, kind and well-organised care, while care plans were still being improved.
This was an unannounced planned inspection over three visits in November and December 2019. The inspector spoke with people, relatives, staff and health professionals. They observed care and checked care, medicine, staff and management records.
The home was rated Good for Safe, Effective, Responsive and Well-led. Caring was rated Outstanding. Inspectors found enough staff, safe medicines, suitable training, good food and links with health professionals. People and relatives spoke very highly about staff's kindness, respect and personal care.
The overall rating stayed Good, as it was at the previous inspection in May 2017. The caring rating improved from Good to Outstanding. The report says care plans were being reviewed to record people's likes, dislikes and preferences more fully.
Kind and respectful care
Caring was the strongest area. People and relatives described staff as exceptionally kind, respectful and compassionate.
“Strong caring values and ethos run through the core of the organisation.” from the report
People feel safe
People said they felt safe and trusted staff. Risks were reviewed, and there were enough staff to meet people's needs promptly.
“There were enough staff to meet people's needs safely.” from the report
Safe medicines
Inspectors found that medicines were administered in line with good practice and records matched the medicines counted.
“Medicines records were completed accurately and the sample of medicines we counted tallied with the amount recorded.” from the report
Good oversight
The provider and manager used regular audits to check care plans, medicines, incidents and safety, and followed up actions.
“Audits were completed on a regular basis by the registered manager and the provider to ensure the quality of the service was regularly checked.” from the report
Care plans still being developed
minorCare plans were in place and described as well developed, but inspectors said they were still being updated to capture people's preferences more fully.
“These were kept electronically and were under review to fully incorporate and detail people's likes, dislikes and personal preferences.” from the report
- 01How have you updated the electronic care plans since the inspection to record my relative's likes, dislikes and personal preferences?
- 02How would you assess and manage the specific risks affecting my relative, such as falls, choking or pressure ulcers?
- 03How would you support my relative's dietary needs, allergies and food preferences?
- 04What activities and community links would be suitable for my relative's interests and communication needs?
- 05How would you record and follow my relative's wishes about end of life care?
This was an unannounced planned inspection that assessed all five CQC questions and included the care provided and the home's premises. This explanation was written from the published report of 11 February 2020 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, May 2017
Broad Oak Manor Nursing Home was rated Good; inspectors found kind, safe care, with some records and communication issues to improve.
This was an unannounced, comprehensive inspection on 4 May 2017. One inspector and an expert by experience visited, spoke with people, a relative and staff, observed care, and checked care and management records.
The home was rated Good in all five areas: safe, effective, caring, responsive and well-led. Inspectors found that people felt safe, staff were trained, medicines were managed safely, and people received suitable support with food, drink and healthcare.
People were treated warmly and supported to make choices, take part in activities and raise concerns. The home had quality checks and acted on identified shortfalls. Inspectors also noted some issues, including unclear daily records, privacy risks in the office and some people being unsure who managed the home.
People felt safe
People said they felt safe, and inspectors saw staff taking practical steps to reduce risks. Recruitment checks and medicines arrangements were also found to be robust.
“Records demonstrated that risks to people were identified and that control measures were put in place to reduce these risks.” from the report
Kind and respectful care
Inspectors found a culture of warmth and respect. People and relatives described staff as kind, caring and patient.
“They are all very kind and patient, and very good.” from the report
Personalised activities
People could choose from many activities and were supported to continue interests and groups that mattered to them.
“People were provided with opportunities to take part in meaningful activities.” from the report
Responsive management
People could raise complaints and concerns, and inspectors found examples of the provider acting quickly in response.
“This showed us that the provider and management team listened to any concerns and acted upon them responsively.” from the report
Quality checks
The management team used regular audits to identify shortfalls and records showed that these were addressed promptly.
“Where shortfalls were identified, records confirmed that these were acted upon promptly.” from the report
Night-time communication
needs fixingOne person found it difficult to build a rapport with staff working at night and sometimes had difficulty communicating with them. Management said it would explore ways to reassure people.
“One person told us that they felt it was difficult to get a rapport with staff on duty at night and that they sometimes had difficulty communicating with them at night.” from the report
Consent by new staff
needs fixingAlthough people generally said staff asked for consent, one person said new staff sometimes forgot. The home should be asked how this was addressed.
“New staff may sometimes forget to ask for consent.” from the report
Privacy in the office
minorThe office door was not always closed when staff were away or during telephone conversations. Inspectors said this could affect people's dignity and privacy.
“The office door was not always closed when staff were not present or whilst telephone conversations were undertaken.” from the report
Daily records
needs fixingDaily notes did not always give a clear picture of how people had spent their day or how they appeared. Management agreed to develop a clearer recording format.
“However we found that daily records did not always paint a clear picture of how people had spent their day or their demeanour.” from the report
Management roles
minorSome people and relatives were not clear who the registered manager was or what different people in the office did. Management agreed to help people understand these responsibilities.
“People and their relatives we spoke with were not clear about who the registered manager was or if they had met them.” from the report
- 01What changes have been made to improve communication between people and staff working at night?
- 02How do you make sure new staff ask for consent before providing care?
- 03What is now done to keep the office door closed and protect people's privacy?
- 04Has the daily recording format been changed, and how is its quality checked?
- 05How are people and relatives told who the registered manager and other managers are?
This was an unannounced comprehensive inspection covering all five CQC questions, and the report says the Good ratings remained unchanged from January 2016. This explanation was written from the published report of 31 May 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Broad Oak Manor Nursing Home
3 rated inspections over 4 years: the service has held its Good rating throughout.
- February 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
Read what inspectors found at Broad Oak Manor Nursing Home →
- May 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
Read what inspectors found at Broad Oak Manor Nursing Home →
- February 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- June 2014
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 2 December 2010.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
At least 100 live-in carers within about an hour of Hertfordshire
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £980 to £1,300 a week. 82 can care for a couple. 12 years' experience on average.
“She handled the new situation in front of her with such professionalism and I felt I could trust her 100%.”
“She was v competent and confident and we felt our mum was safe in her care. She supported us through a difficult time.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.