CQC report explained · a residential care home
What the CQC found at Broadwater Lodge
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People were protected from avoidable harm, with risk assessments, safeguarding arrangements and suitable staffing. Inspectors found a small number of gaps in medicine records and saw used continence products carried without protective equipment on two occasions.
- Effective?
- Good
- People's needs were assessed and reviewed, staff were trained, and people received support with food, drink and healthcare. Inspectors found good partnership working with GPs and other professionals.
- Caring?
- Outstanding
- Staff were exceptionally kind and understood people's emotional, personal and spiritual needs. People were involved in decisions about their care and supported to remain independent.
- Responsive?
- Outstanding
- Care and activities were highly personalised and adjusted when people's needs changed. The home offered varied activities, community links and strong support for communication and relationships.
- Well-led?
- Good
- The management team promoted an open, person-centred culture and acted on feedback. There were systems for monitoring incidents, quality and safety, with learning shared with staff.
What inspectors found, November 2019
Broadwater Lodge was rated Outstanding overall, with exceptionally caring and responsive support, although some medicine and infection-control records needed attention.
This was an unannounced planned inspection on 2 October 2019. Inspectors spoke with people, relatives, staff and healthcare professionals. They observed care and reviewed care, medicine, recruitment, training and management records.
The home was rated Outstanding overall. Caring and Responsive were Outstanding. Safe, Effective and Well-led were Good. Inspectors found a lively, personalised service where people living with dementia were supported to make choices, stay active and maintain relationships.
There were a few shortfalls. Some medicine administration records had gaps, staff were seen twice carrying used continence products without protective equipment, and some areas had an unpleasant smell. The report says the manager agreed to address these issues and planned to replace flooring in the affected areas.
The overall rating was unchanged from the previous inspection in December 2016. This means inspectors judged the home to be performing exceptionally well overall, but the Good ratings and recorded shortfalls should still be discussed with the home.
Personalised dementia care
The home focused strongly on people's individual identities, feelings and preferences. Staff used detailed knowledge of each person to provide meaningful support.
“Staff had an excellent understanding of people's needs and were responsive to people's changing needs.” from the report
Kind relationships
Inspectors saw warm, respectful relationships between people and staff. Staff responded sensitively to people's emotions and supported their dignity.
“People had wonderful relationships with the staff that supported them.” from the report
Choice and control
People were involved in their care and in decisions about the home. A residents' committee helped shape activities, menus and the environment.
“People had choice and control over their lives and we saw that staff routinely sought people's permission before providing support.” from the report
Meaningful activities
Activities reflected people's interests and included the farm, animals, music, cooking, community events and one-to-one time. People were encouraged to take part without being forced.
“Activities were as varied as the people living at the service and no suggestion was ever considered too difficult to be achieved.” from the report
Health and nutrition support
Staff monitored food, drink and weight, followed specialist dietary plans and involved health professionals when needed. People were supported to access healthcare promptly.
“People received their medicines as prescribed and were supported to access external professionals to keep them healthy and comfortable.” from the report
Medicine records
needs fixingA small number of medicine administration records were not signed immediately after medicines were given. The manager was told and agreed to address this with staff.
“We found a small number of gaps in records which indicated that staff did not always sign the MAR charts immediately after people had taken their medicines.” from the report
Infection-control practice
needs fixingOn two occasions, care staff carried used continence products without protective equipment. The manager said this was not usual practice and provided assurance about it.
“Although on two occasions we observed care staff carrying used continence products without any protective equipment.” from the report
Unpleasant smells
minorSome malodour was noticed in two areas of the home. Flooring in those areas was scheduled for replacement.
“Some malodour was noticed in a couple of parts of the service and the registered manager informed us that the flooring in those areas was scheduled to be replaced.” from the report
- 01What action has been taken to make sure medicine administration records are signed immediately after medicines are given?
- 02How do you check that staff always use protective equipment when handling used continence products?
- 03Has the flooring in the areas where inspectors noticed malodour been replaced, and has the smell been resolved?
- 04How often are temporary staff used, and how are they introduced to each person's care plan and preferences?
- 05How can residents and relatives continue to influence activities, menus and changes to the home?
This was an unannounced inspection covering all five CQC questions, including the premises and care provided; all five ratings were reviewed rather than carried over. This explanation was written from the published report of 9 November 2019 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, December 2016
Rated Outstanding; inspectors found exceptionally caring and personalised support, with a medicines trolley safety shortfall.
This was an unannounced comprehensive inspection on 4 October 2016. Inspectors spoke with people living at the home, relatives, staff and the manager. They observed care and checked care plans, medicines records, staff files, training records, complaints and quality checks.
The home was rated Outstanding overall. Caring and Responsive were Outstanding. Safe, Effective and Well-led were Good. Inspectors found kind and respectful staff, detailed personalised care plans, suitable activities and a dementia-friendly environment.
The main shortfall was that the medicines trolley was left unlocked while unattended on four occasions during a medicines round. Inspectors said this had not affected people at the time and the manager said staff would be reminded about keeping medicines safe.
Kind and inclusive care
Inspectors saw staff building warm relationships and involving people in everyday life. Privacy and dignity were respected.
“There was an exceptionally inclusive atmosphere in the home.” from the report
Personalised care
Care records explained what mattered to each person and how they wanted support. Staff updated records when needs or interests changed.
“Care plans were very person centred, containing information on how people wanted their needs met along with what was important to them.” from the report
Dementia-friendly environment
The home had familiar spaces and objects, including a pub, nail bar, sweet shop and 1940s kitchen, to encourage memories and conversation.
“The home environment was engaging and tailored to people living with dementia.” from the report
Meaningful activities
People could choose from group activities, one-to-one support, trips, community links and caring for birds and chickens.
“People had access to a wide range of activities that were important to them.” from the report
Strong quality checks
The home used audits, meetings and feedback to monitor care and make improvements.
“Robust quality assurance measures were in place.” from the report
Medicines trolley left unlocked
needs fixingDuring the lunchtime medicines round, the trolley was left unlocked while unattended four times. On one occasion, the staff member left the room with it open. The manager said staff would be reminded about keeping medicines safe.
“We did note during the lunchtime medicines round, that the medicines trolley was left unlocked when unattended on four separate occasions.” from the report
- 01What changes were made after inspectors found the medicines trolley unlocked while unattended?
- 02How do you now check that medicines trolleys remain locked whenever they are not being used?
- 03How are care plans reviewed when a person's health, needs or interests change?
- 04Which activities and dementia-friendly spaces would be suitable for my relative?
- 05How can relatives give feedback or raise a complaint, and how will it be followed up?
This was an unannounced comprehensive inspection covering all five key questions and the overall quality of the home. This explanation was written from the published report of 22 December 2016 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 Broadwater Lodge
2 rated inspections over 3 years: the service has held its Outstanding rating throughout.
- November 2019Outstandingcurrent ratingstayed OutstandingSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Good
- December 2016OutstandingSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Good
- July 2014
Report published without a new overall rating.
- May 2013
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 11 January 2011.
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
77 live-in carers within about an hour of Surrey
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 £1,250 a week. 66 can care for a couple. 11 years' experience on average.
“Without his support we wouldn't have been able to navigate bringing and keeping Dad at home.”
“Not only has she looked after him beautifully, she has also been great company for him with lively conversation, kindness and humour.”
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.