Frequently Asked Questions

Assisted Living

1. I don’t need care at the moment, what will happen when/if I do in the future?

At Broad Oak Manor, care is always ‘person centred’. If your needs should change in the future, we will meet with you and any family members you would like involved in your care decisions. We will then discuss the care you would like or need and how that is to be delivered.

2. What time is care available?

We have carers on site 24/7. They are here to provide support and monitor residents throughout the day and night. The carer in charge has a mobile phone for residents to contact them on and also a bleeper that alerts them if a resident is need of help. All residents are equipped with an alarm system which they can use to alert and contact the carer on duty should a problem arise.

3. I do not need care but my spouse does, will I receive support in this?

If there is only one of you who needs care then we will do our utmost to provide support for the caring spouse. We will provide this in a safe, dignified and confidential manner, allowing you to maintain a practicable level of care for your loved one.

4. Will I be disturbed if you are caring for my spouse during the night?

If your loved one needs to receive care in the evening and during the night we will do so with minimum interruption to you.

5. Will I have help with tasks such as changing a light bulb?

We have staff on site 24/7 should you need assistance with such tasks. You can contact your carer or the concierge who will make arrangements for one of our onsite maintenance team to help you. While waiting for any tasks to be completed, the staff at Broad Oak Manor will ensure that your home is made safe.

6. I do not need care now but what will happen if I am taken ill?

A 24-hour care is available to any resident who is taken ill at any time, and all relevant staff and family will be contacted in case of such event.

7. Do we have a say on what happens at Broad Oak Manor

Yes you do. We actively encourage residents to have their say and get involved in what is happening at Broad Oak Manor. We hold monthly community meetings to allow an open forum for residents to put across their ideas, suggest improvements and to allow us to discuss our new ideas with the residents.

8. Are there any restrictions as to what I can do with my home?

No. We would like you to make your house your home. If you are unsure about any improvements that you would like to make to your home we ask you to liaise with the management team here at Broad Oak Manor to put your mind at ease and allow us to offer our assistance in your improvements.

9. Who do I talk to if I have a question?

You can speak to any of our staff here at Broad Oak Manor with any query you may have. Family members are able to speak on your behalf to any member of the staff. You are able to call and speak to any member of staff at any time who will offer assistance with your enquiry. If you are unable to ring the staff you can email, leave a note or pop down to reception where our concierge will endeavour to help you.

10. If I need equipment for my home what do I do?

Our Domiciliary Care Manager has years of experience and is fully qualified to help you find the best equipment to suit your needs. If you would like help with the purchasing of specialised equipment we can research this for you and provide the information you need to make the correct choice.

11. How do I order meals at Broad Oak Manor?

To order your breakfast, lunch, dinner or tea at Broad Oak Manor there are several options. Your carer is able to order your meals on your behalf and is in contact with you daily so they can take your order while visiting you or via their 24-hour care mobile line. You are also able to speak to our concierge here at Broad Oak Manor who will take your order and arrange for your meal to be delivered to you at home or arrange for you to enjoy it in our barn restaurant.

12. Am I allowed to use the barn?

We encourage our residents to make full use of our barn including TV room, restaurant, coffee shop, spa area and crafts room. Our barn is a large, open space – great for functions of any occasion. If you would like to use the barn for a function you can book it through our concierge who will help you to arrange menus, decorations, furniture arrangements and so on, to suit your budget and occasion.

13. Am I allowed to bring guests into the barn?

Yes, we encourage the full use of the barn with family and friends.

14. Do I have to participate in social activities at Broad Oak Manor?

We encourage independent living here at Broad Oak Manor so the activities you participate in are your choice. However, we also love your involvement in our activities so suggestions on the things you would like to do are greatly appreciated.

15. If I am unwell and unable to pick up my prescription/medication will somebody help me?

If at any time you are unable to pick up the medication you need our concierge will arrange for it to be collected and brought to your home. If this needs to continue on an on-going basis we will organise your monthly prescription drop-off with our local pharmacy.

16. Am I responsible for the gardens at Broad Oak Manor?

We love to have our residents involved in the input of our gardens, such as what you would like to see planted, but you are not responsible for them. We have a groundwork team who maintain our gardens to the highest standards throughout the year. We enjoy seeing residents personalise their properties’ gardens and we offer help in maintaining your garden when it is needed.

17. I am expecting a delivery but need to go out, what will happen?

If you ask your delivery company to report to the barn reception we can allow the delivery into your property and oversee the delivery into your home.

18. If I go on holiday will my property be safe?

Your property here at Broad Oak Manor will be safe while you are away. If you let the staff at Broad Oak Manor know the dates during which you will be away, the staff will be more than happy to make regular checks on your property throughout the duration of your holiday. We can enter your property to open/close curtains, switch on/off appliances and leave your post at an agreed spot.

19. Are there good GPs in the area?

We have a very good working relationship with the doctors’ surgeries in Hertford and are able to provide you with information on the surgeries that we use. Residents are also able to continue using their own GPs if they prefer.

20. What happens if I need a nurse?

Your carer will arrange for the District Nurse to visit you in the comfort of your own home. Any care that is then advised by the District Nurse will be put into place by your carer for you.

21. Can I bring my car to Broad Oak Manor?

Yes, you are more than welcome to bring your own vehicle with you to Broad Oak Manor. Although there are not allocated parking spaces we have very spacious, safe car parks where your vehicle can be left unattended. We also have a minibus on site that makes twice weekly shopping trips with our residents, as well as special shopping trips within the Christmas period.

22. Can I bring my pet to Broad Oak Manor?

Pets are more than welcome to join you in your home at Broad Oak Manor.

23. If I was taken ill what would happen to my pet?

In such a case we will endeavour to keep your pet safe and well until a relative is able to rehome them.

24. Do I have to use your care staff?

Yes. We pride ourselves in delivering a very high standard and quality of care and to ensure you are receiving this we ask that you use our care team. The care staff at Broad Oak Manor has the supportive skills to provide you with the care you need to stay safe and dignified in your own home, 24-hours per day.

25. What happens if I need shopping?

Broad Oak Manor has its very own minibus which makes twice weekly visits to the local town and supermarkets with residents. If a resident is unable to do their own shopping, our concierge will arrange for a member of staff to collect anything they need. We also have internet access in the Barn through which to help our residents take advantage of internet shopping.

26. Are there internet facilities at Broad Oak Manor?

Yes, we currently have computer facilities in our barn for residents to take full advantage of. Our concierge will be on hand if residents would like to access the computer facilities and need any help in doing so.

27. If there is something I would like to participate in what should I do?

We fully encourage our residents to be creative and forward thinking in ideas for Broad Oak Manor. Our concierge will be able to work alongside you in implementing any ideas you believe would be of interest to you and the other residents of Broad Oak Manor.

28. What is the age range at Broad Oak Manor?

The current age range at Broad Oak Manor is 75 to 95 years.

29. What do your service charges incorporate?

The basic service charge includes:

  • Basic cleaning of your home twice weekly (1/2 hour per session)
  • Weekly laundry service for sheets and towels which includes re-making your bed with fresh linen
  • Rubbish removal and recycling on site which is collected from outside your door daily
  • Support with minor maintenance (this includes tasks like light bulb changing and replacing tap washers)
  • Monthly external window cleaning
  • All properties are equipped with a fire and smoke detection system linked to reception. Staff will provide support in the event of an evacuation and provide basic training for residents about what to do in the event of a fire.
  • All properties are equipped with a call bell system providing 24-hour on-site emergency response which is available to all residents
  • Access to a daily concierge service based at reception and access to care staff 24-hours a day either via reception or via mobile outside working hours.
  • Inclusion in the Broad Oak Manor Health and Wellness Programme where qualified staff support and advice on aspects of health and wellbeing
  • Access to weekly keep fit class and community activities and events
  • Transport to local grocery stores twice weekly
  • Maintenance of the ground and garden and involvement in garden design
  • Access to the barn when you can enjoy a meal in the restaurant, relax with a coffee in the coffee shop or in the luxury living room, watch our large plasma TV or read the newspaper.
  • All properties are linked to the internal telephone system and connection (excluding call charges)
  • Use of the communal gardens and grounds
  • Use of the Barn conversion and our catering facility to plan birthday celebrations or events

Please see the Assisted Living section to find out more about the additional levels of care we provide.

30. What do I do if I need extra cleaning done?

You can contact Broad Oak Manor’s concierge or housekeeping manager who will organise and arrange with you the cleaning that you would like done and a suitable time for our cleaners to visit your property.

Nursing Home

1. Who will be looking after me?

Broad Oak Manor has a team of qualified and experienced staff who will cater for all of your individual needs. The home is staffed with qualified nurses and experienced care staff 24 hours a day and the Nurse in Charge is responsible for coordinating the delivery of care by the team throughout the day. The qualified nurse takes a lead role in carrying out any specific nursing tasks which may include liaising with the GP, specialist doctors, specialist nurses, physiotherapists and any other health professionals who may need to be involved to meet a wide range of needs.
Our approach to care is one which is focused on you and we will ensure that you always have the opportunity to personally direct your care in the way that you want it. At times you may choose to involve family or a close friend in helping you make decisions and to communicate your wishes to us.

2. How do you ensure that the care provided is high-quality?

As a registered nursing home, the service that we provide must conform to specific legislation and regulations, as set by organisations such as the Care Quality Commission to ensure that we meet their standards of care.
But it is important to us that we not only meet, but exceed these standards and we strive to make sure that the experiences people have living here really add life to living. The key to achieving this is transparency and an open door policy in which both you and the people close to you are freely able to discuss how you envisage your life with us, how we can support you to live it and to work with us on suggestions for change.
We have robust systems and procedures in place which promote responsibility within the team and are measurable tools by which we can monitor how care is delivered and to what standard. The auditing of these processes is overseen by our management team who are on-site and available at all times. The managers have a close working relationship with both the staff and residents which promotes open lines of communication, while the continuing assessment of quality supports an evolution of positive change.

3. How do you make sure that I am safe?

All of our staff, including nurses, care staff, housekeeping and catering staff are only employed following strict employment processes. Anyone who will have contact with you has a Criminal Records Bureau check carried out and references obtained from their previous places of employment.
Our senior managers carry out interviews with any potential employees to ensure that they have the necessary skills, experience and the right characteristics for the role. We recognise that members of our team will be involved in providing care for you at a very private level and so it is very important to us that our team are caring, empathic, professional and full of life.
We are very involved in a comprehensive training programme with the team to ensure that their care practices are safe and current and will meet your needs.
The structures that are in place also ensure that senior staff and management regularly reflect with the team about how they deliver care how we can improve what we are doing. The open lines of communication allow staff, residents, relatives and visitors to raise any concerns that they may or make suggestions for improvement.
Any concerns or complaints which are raised by either you or your relatives will be referred to the Manager and taken very seriously. We will work closely with you and those concerned to try to resolve all issues ensuring that the care that you receive is delivered in a safe and appropriate manner and to a very high standard which meets your expectations.

4. Do I have a say in what goes on in the home?

No matter whether your stay with us is only for a week, a month or you decide to make Broad Oak your permanent home, your input on how we run Broad Oak Manor is key.
The environment that you share with other people and the activity that goes on in and around it is driven by the residents who live in the home with an emphasis on flexibility, spontaneity and independence.
Regular residents meetings are held with the support of staff where there is an open forum for discussion about the day-to-day running of the home and where suggestions for improvement or change can be made. Members of staff are approachable during the day to discuss any concerns that you may have or any ideas you wish to put forward with regards to how the home is run.

5. Are there restrictions or rules about what I can do?

While you are at Broad Oak Manor, we consider this your home and our goal is to facilitate an environment of flexibility and independence. Your care and any changes to it are always discussed and agreed with you and, if at any time you are unwell and have difficulty making decisions or expressing your needs, we will liaise directly with your family.
Sometimes we may have concerns that you might be making choices that pose as a potential risk to your own wellbeing. When situations like this occur we will discuss our concerns with you and your family and look at how we could reduce any risk to you without impinging on your desire to be independent.
There are no visiting restrictions or restrictions on being able to go out and about – our aim is to support you in living your life the way that you want to.

6. Who do I talk to if I have questions?

Every day you will have contact with care and nursing staff and will hopefully develop positive relationships with them where you can openly ask questions. Senior staff and management are around during the day and you can request to meet with them at any time.
You will also be given a telephone directory with the relevant numbers should you wish to speak over the phone and your relatives will have access to email addresses and telephone number as well.

Care at Home

1. Who will be looking after me?

Broad Oak Manor has a team of qualified and experienced staff who will cater for all of your individual needs. Our approach to care is one which is focused on you and we will ensure that you always have the opportunity to personally direct your care in the way that you want it. At times you may choose to involve family or a close friend in helping you make decisions and to communicate your wishes to us.

2. How do you ensure that the care provided is high-quality?

As a registered nursing home, the service that we provide must conform to specific legislation and regulations, as set by organisations such as the Care Quality Commission to ensure that we meet their standards of care.
But it is important to us that we not only meet, but exceed these standards and we strive to make sure that the experiences people have living here really add life to living. The key to achieving this is transparency and an open door policy in which both you and the people close to you are freely able to discuss how you envisage your life with our help, how we can support you to live it and to work with us on suggestions for change.
We have robust systems and procedures in place which promote responsibility within the team and are measurable tools by which we can monitor how care is delivered and to what standard. The auditing of these processes is overseen by our management team who are on-site and available at all times. The managers have a close working relationship with both the staff and our clients which promotes open lines of communication, while the continuing assessment of quality supports an evolution of positive change.

3. How do you make sure that I am safe?

All of our staff are only employed following strict employment processes. Anyone who will have contact with you has a Criminal Records Bureau check carried out and references obtained from their previous places of employment.
Our senior managers carry out interviews with any potential employees to ensure that they have the necessary skills, experience and the right characteristics for the role. We recognise that members of our team will be involved in providing care for you at a very private level and so it is very important to us that our team are caring, empathic, professional and full of life.
We are very involved in a comprehensive training programme with the team to ensure that their care practices are safe and current and will meet your needs.
The structures that are in place also ensure that senior staff and management regularly reflect with the team about how they deliver care how we can improve what we are doing. The open lines of communication allow staff, clients, relatives and visitors to raise any concerns that they may or make suggestions for improvement.
Any concerns or complaints which are raised by either you or your relatives will be referred to the Manager and taken very seriously. We will work closely with you and those concerned to try to resolve all issues ensuring that the care that you receive is delivered in a safe and appropriate manner and to a very high standard which meets your expectations.

4. What time is care available?

Care is available from 1 to 24 hours per day depending on your needs, which will be regularly reviewed to make sure that you receive care that is completely tailored to you. Visits from the Broad Oak Manor team are scheduled around your time to suit you, so that they will not disrupt your day.
To find out more about the levels of care available please see the Care at Home section.

5. I don’t need full-time care at the moment, what will happen when/if I do in the future?

At Broad Oak Manor, care is always ‘person centred’. If your needs should change in the future, we will meet with you and any family members you would like involved in your care decisions. We will then discuss the care you would like or need and how that is to be delivered.