Hartford Hey

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.
 

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
We observed warm, genuine and respectful interactions between staff and people. Staff knew people well, including their histories and what was important to them, and people knew the staff who supported them, creating a natural two‑way rapport. Staff consistently treated people with dignity and respect, and we saw privacy and personal preferences being upheld in day‑to‑day care. These preferences were reflected in care plans. A visiting GP told us the home had, “A lovely feel,” when you walked in.
 

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.
People were cared for in a way that suited them. Staff knew people’s background so could talk with them about their history and the family members they were close to. People were supported to maintain their religious and spiritual practices. A local church representative visited the home regularly, and people were able to attend these sessions if they wished.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People’s care plans were written with the person, and we saw evidence they were given choice about what time they wanted to get up in the morning, when and where they wanted to eat their meals, and what time they wanted to go to bed. People we spoke with told us about how they choose what meal they would like from some options, and if they didn’t like what was offered, they knew they could request something else.
 

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.
A call bell system was in place, and we observed staff responding to these in a timely manner. Staff were observed checking call bells were within reach for those cared for in bed. The provider explained the present system does not allow them to monitor call bell response times, but they were exploring the possibility of a new system where there was an option to do this.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Staff told us they felt well supported in their roles and described the service as a friendly, homely place to work with strong teamwork. Staff told us the provider promoted their wellbeing and created a supportive, team‑focused working environment. They said they received regular breaks and work tasks were rotated to reduce tiredness and stress. Staff felt safe at work and described clear systems such as risk assessments, having appropriate PPE and lone‑working procedures to protect them. They reported having regular supervision and appraisals, which they found useful for feedback, development and improving their practice. Staff said managers were approachable, listened to concerns, and offered guidance and practical support when needed, including arranging last‑minute shift cover. They described positive communication and feeling valued in their role.