Hazelwood Lodge Limited

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider assessed people’s needs so that care could be planned and delivered safely. Assessments considered people’s health, care, wellbeing and communication needs. Staff reviewed these regularly and updated care plans when people’s needs changed.

Relatives told us they were asked for their views and were involved in reviews of people’s care. A relative commented they are, “highly involved, via planning meetings and regular care reviews” in relation to their relative’s care. This helped ensure care planning reflected people’s current needs, preferences and the views of those who knew them well.

Staff knew people well and were able to explain how they supported them in line with their assessed needs. This meant people received care that was responsive to changes in their needs and circumstances.

The provider planned and delivered care in line with people’s individual needs and recognised good practice. Staff used patient and reassuring approaches which helped people feel settled and reduced distress. Relatives spoke positively about the care provided. A relative told us, “They are so good at looking after my [relative]. They have been amazing. They are really good, lots of praise for the home.”

People were supported to eat and drink enough to maintain their health and wellbeing. Relatives told us meals were freshly prepared and that staff encouraged people to have regular food and fluids. Staff sought advice from healthcare professionals when they identified changes in people’s health, including arranging GP involvement or further assessments when needed.

During our inspection, we observed staff engaging with people in communal areas. Staff offered conversation, reassurance and encouragement to take part in activities. Staff demonstrated an understanding of people’s preferences and supported them in ways that promoted comfort and wellbeing.

Staff worked together effectively to support consistent care. They shared information through daily handovers, regular meetings and discussions with managers and senior staff. Staff followed a structured plan during each shift, which helped ensure people’s needs were met and key tasks were completed.

Communication systems supported staff to stay informed. A staff member told us, “We have a group chat where the provider shares all information.” Team meetings were used to discuss incidents and things that had gone wrong, so staff could reflect on practice and share learning.

Staff worked with external professionals when people needed additional support. They shared relevant information and followed professional guidance to help ensure people received coordinated care.

People were supported to access healthcare when this was needed. Staff identified changes in people’s health and took appropriate action, including seeking advice from doctors, nurses and other healthcare professionals.

Staff helped people attend routine health checks and medicines reviews. They spoke up for people during contact with healthcare services. Staff described challenging assumptions about people’s disabilities and following up concerns so that people received the treatment and assessments they needed.

People’s nutrition and hydration were monitored. Staff recorded food and fluid intake and checked people’s weight so any concerns could be identified. People were offered a choice of freshly prepared meals. Relatives told us staff supported people to remain well and responded quickly when people became unwell.

The provider had systems to identify changes in people’s health and wellbeing and to make sure care continued to meet their needs. Staff used daily checks, observations and feedback from relatives to recognise when people required additional support or changes to their care.

Relatives gave examples of staff taking action when people’s needs changed. This included arranging equipment to improve a person’s comfort and responding appropriately when people became unwell. Staff also described routine checks they completed at the start of their shift. A staff member told us, “I check on all residents when I arrive in the morning. I ask them if there is anything bothering them or if they are upset. I check if medicines have been given correctly.”

The provider worked in line with the Mental Capacity Act 2005. Staff completed training and understood their responsibility to support people to make decisions wherever possible.

People living at the service did not use words to communicate. Staff used their knowledge of each person’s communication needs to help them understand choices and express preferences. A staff member told us, “If a person is unable to move or communicate, I observe their body language, facial expressions, and eye movements to understand how they may be feeling. As part of ensuring consent, I look for any signs of discomfort, agitation, or distress, and monitor whether they appear in pain. I also check their positioning, as being in an uncomfortable position may affect their wellbeing, and I respond accordingly to act in their best interests.”

Where people were unable to make complex decisions, staff consulted relatives and representatives so decisions could be made in people’s best interests. Relatives told us they were involved in important decisions about people’s care. They also said staff provided consistent and familiar support, which helped people understand what was happening and feel prepared and safe.