Broadlands is a residential home registered to provide accommodation and personal care for up to 52 people. At the time of this inspection there were 48 people using the service. Most of these people were older adults with needs associated with physical disability, dementia or long term conditions.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The service provided outstanding care and support to people which was highly responsive to their needs, wishes and preferences. People were enabled to lead meaningful and fulfilled lives with the confidence that any changing needs would be met. The service provided a highly person-centred approach to the delivery of care. The provider and management team had embedded a strong vision and set of values within the staff team, and as a result, people received care which was kind, compassionate, and individualised.

People who used the service and care workers spoke highly of the management team. Management were visible, led by example and embodied the highest standards of care and support for people and staff. The management team placed high importance on the views and wishes of people using the service, using this to influence change and developments within the service.

People’s needs were comprehensively assessed and care plans gave clear guidance on how people were to be supported. People planned their own care, with the support of staff and their relatives where appropriate, to ensure that care plans matched their individual needs, abilities and preferences, from their personal perspective. Care workers were highly motivated and committed to providing an exceptional standard of care. They showed insight and understanding in caring for people, because they understood people's individual preferences.

We saw friendly and caring interactions between care workers and people. People received care that respected their privacy and dignity and promoted their independence. Spontaneous opportunities were offered to people, which provided a relaxed approach to how people chose to spend their time.

Risks to people using the service were assessed reviewed, recorded and managed appropriately. Detailed and current risk assessments were in place for people using the service.

Care workers knew how to keep people safe and understood their responsibilities to protect people from the risk of abuse. Care workers were recruited through safe recruitment practices.

The service were highly responsive to people’s nutritional needs. Risks to people's nutrition were minimised because suitable, nutritious meals were available every day in accordance with people's stated preferences. Mealtimes were a social event, where people could invite guests to join them. This meant that people were protected from becoming socially isolated and encouraged to maintain relationships with those that were important to them.

An appropriate complaints procedure was in place. The registered manager and deputy manager were seen to be accessible to people, and care workers spoke positively about the support available to them.

Accidents, incidents, falls and complaints were investigated and actions taken to minimise the risks of a re-occurrence. Any feedback was used as an opportunity to improve the service.

The provider and registered manager were meeting their regulatory responsibilities and there were systems in place to monitor and improve the quality of the service provided.

During the inspection we spoke to nine people who were living at the service, four staff members and a district nurse.

People told us that they were happy living at Broadlands. One person told us, “I am very happy living here, I don’t think you will better it.” A further person said, “I can’t fault this place, people are very kind and nothing is too much trouble.” A further person told us, “The food is excellent, I can’t praise the kitchen staff enough.”

Staff understood the principle of consent and we saw evidence of this. One person using the service told us, “If I want to do things I can.” Another said, “They (the staff) ask me if I want to do something.”

There were a variety of activities for people to take part in. Assessments of people’s care had taken place to ensure that if was delivered in a safe manner and people had access to other health care professionals when they needed it.

On the day of our inspection, the service was clean and tidy and free from unpleasant odours. Staff were able to explain their roles in relation to infection control and we saw that steps were taken to minimise the risk of cross infection.

The staff were knowledgeable and well trained and the appropriate checks had been made before they were employed by the service.

Any complaints made had been dealt with effectively and policies and procedures were in place to assist people to make a complaint if they wanted to.

People using the service were given many opportunities to decide how they wanted to be supported. Their views were sought in groups and individually. One person told us: " I can go out in the garden in the summer. I like to be down in the rooms with the other people. I like the company." Another person told us: "We can choose whatever we want to eat. If it's not on the menu, all we have to do is ask."

Care plans were well organised and up-to-date. They recorded any change in a person's needs. Doctors attended on a weekly basis to review people. One person told us: “When I was poorly last week, the staff couldn’t do enough for me, popping in to make sure I was all right.”

The service had clear safeguarding policies and procedures, and staff trained to follow them, to protect people from the risk of abuse.

Staff were trained and well supervised. One person told us: "Staff respond to the call bell as quickly as they can."

The service had effective systems to regularly assess and monitor the quality of service that people received. All the people we spoke with told us how content they were living in Broadlands. One person told us: "It is lovely here. I am well looked after."

The evidence from our previous visits, and the home's recent survey, tells us that people believe their needs are met, that they are consulted about their care, and about the operation of the home. We learnt that they praise the staff for treating them with respect, and giving them their own privacy. People were complimentary about the home's environment, the staff that worked at the home, and the quality and environment of the catering service.