Archived: Broadland House Residential Care Home

During this inspection we spoke with eight people residing in the service, two people's relatives and six staff members which included the registered manager and provider. We also left a comment box at the service for a week. This provided another forum for the people who used, worked or had contact with the service to share their views with us on the level of service being provided. Comments were received from five people. One person commented that, 'The home displays real love and affection towards the residents and the carers go out of their way to understand the needs of the residents, showing respect and understanding.'

All the people we spoke with were happy with the care they received. One person told us, 'I feel at home. Well, I am at home.'

People told us that the service was well led. Relatives told us that the staff and management communicated with them well. They felt staff fully involved them in any decisions and would listen and act on any information given. They told us they were made to feel welcome and were supported by staff as they watched their loved one's dementia progress. One relative told us how they felt their next of kin were safe, and remarked, 'I like it here for the carers themselves.' Another relative told us that staff provided people with, 'Patient loving care.'

People were protected from harm because their individual risks had been assessed and managed. Staff received training in dementia which enabled them to provide safe and professional care.

Care records showed that staff were responsive to changes in people's needs. We saw that health and social care professionals were consulted with, and staff worked with other providers to ensure people received the right care at the right time.

We checked people's care records and found them to correspond with what we were told. We followed up past concerns regarding medication and staff recruitment and found improvements in both areas.

We observed how people were treated, and saw people were appropriately dressed. We saw staff knock on people's doors before entering. When they assisted people with their meal and drinks they sat with them and provided them with protective clothing.

Many people were unable to comment directly due to their degree of dementia that affected them, although we did receive comments such as "The staff are lovely." It's nice to talk to the chap who helps me." "The food is good and home cooked."