The home care division of a Hertford-based assisted living community has been rated ‘Outstanding’ by the Care Quality Commission.
Broad Oak Manor Domiciliary Care, which supports older people, people with physical disabilities and people living with dementia at 29 luxury houses and flats, was given the top rating for three out of five inspection areas – effective, responsive well-led.
The CQC praised the service for providing person-centred care and ensuring staff have specialised training to meet individual needs.
Lo-Anne Lewis, CQC Head of Inspection for Adult Social Care in the central region, said: “Our inspection team was very impressed by the level of care and support offered by Broad Oak Manor Domiciliary Care.
“The service assessed new people thoroughly and ensured its staff had specialised training to meet their individual needs. One person was supported to complete an intensive physiotherapy programme which was instrumental in improving their quality of life. Other people benefitted from staff specialisms in dementia care, ulcer prevention and wound care. All this helped people manage their health effectively.”
People were also supported to participate in activities, such as Christmas dinners, a gardening club and a knitting group which made poppies for Remembrance Day.
Staff also organised an Oscar’s-themed evening, complete with red carpet and trophy, where people’s favourite films were shown.
“One person had been a teacher and missed contact with young people, so staff arranged a meeting with children where they discussed life during the Second World War. These activities helped to give people purpose in life,” said Lewis.
“Underpinning Broad Oak Manor’s success were leaders who constantly sought to develop and improve the service. The manager was approachable and listened to ideas and feedback. People valued this openness and it led to trusting relationships.”
Laura Adams, managing director at Broad Oak Manor, said: “Care at Broad Oak Manor is individually tailored and centred around community, independence and improvement.
“As a leadership team we continually invest in our people and approach to care. And by hiring the right people to deliver the right care in a personal and professional manner, we’re not only developing a reputation for outstanding delivery but for a service with heart and personality.”
Many people complimented the service for the quality of care provided. One relative told inspectors that all staff had “totally transformed” their family member’s life and how pleased they were at how well the service was run.
Another person said: “I absolutely can’t praise staff enough for what they do. They go the extra mile every time and do the little things that mean so much.”