Hartford Hey

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.
At our last assessment we rated this key question good.

At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.
 

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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
People’s care plans were detailed and included information about their likes and dislikes. Bedrooms were decorated with items people had brought with them. We observed staff providing reassurance to people who had been given sad news from a family member. Additional emotional support was being provided to the person on the day of our visit, and they were supported to call their family member to discuss when they would be visiting.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
Systems and processes ensured a continuity of care and enabled access to relevant health services. Staff had a good understanding of people’s needs and supported them to attend external appointments ensuring any reasonable adjustments, such as equipment and accessible travel arrangements, were put in place as required.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
People had access to important information regarding how to make a complaint and fire evacuation procedures in their bedrooms. ‘Residents’ meetings took place regularly and this was an opportunity for the provider to share information about updates to the building, new staff joining the team or upcoming events, as well as a chance for people to raise concerns and give feedback.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.
‘Residents’ meetings held regularly were a chance for people to raise concerns or requests for maintenance. We observed records to show where someone had asked for some pictures to be hung in their bedroom, and this had been done. Staff we spoke with explained how they listened to people’s preference and involved them in decisions about their daily care and routines, and we observed this in practice.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People had access to health services when they needed them. The provider had a good relationship with the local GP, who visited the home monthly to complete reviews and spent time with each person. Where issues arose outside of this, staff acted promptly to get people the help they needed.
 

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
Care plans detailed information about each person’s identity, what was important to them, their preferences and relationships that mattered to them. One staff member described how they supported a person who had recently moved into the home, with personal care, dressing and accessing communal areas in the mornings and the person expressed how much they enjoyed it. A visiting dentist commented on how at a previous care home, the person was always cared for in bed and noted a marked improvement in the person’s presentation and mood.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.
The provider supported people to plan for future care needs, including at the end of life. Staff worked closely with the GP, and Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) decisions were in place where appropriate. Key information about a person was kept at the front of their care files to support safe and timely admissions to hospital should this happen in an emergency. Staff were trained in end-of-life care, and a family member told us they were very grateful for the kind, compassionate and supportive care provided to their relative during their final stages of life, describing the staff as attentive and reassuring throughout.