Hertfordshire domiciliary care agency rated Outstanding by CQC

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A domiciliary care agency in Hertfordshire has been rated as Outstanding, following an inspection by the Care Quality Commission (CQC).

CQC inspected Broad Oak Manor Domiciliary Care, based in Hertford, in June 2019. This service supports people living with dementia and physical disabilities, as well as older people and people living with sensory impairments in their own homes. At the time of inspection, the service was providing personal care for seven people.

Broad Oak Manor was last inspected in 2016, when it was rated Good overall.

June’s inspection found that people benefitted from safe, effective, caring, responsive and well-led care. A full inspection report has been published on CQC’s website: www.cqc.org.uk/location/1-1038290656

Under CQC’s programme of inspections, all adult social care services are rated according to whether they are safe, effective, caring, responsive and well-led. Broad Oak Manor has been given an overall rating of Outstanding. It is rated Good for being safe and caring. It is rated Outstanding for being effective, responsive and well-led.

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 supported to participate in meaningful activities. These included 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.

“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.

“All of this meant people received a high standard of care, which is why it has been rated Outstanding.”

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