Hazeldown Care Home

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. People and their relatives confirmed this. One person told us, “[The staff] are just such a nice, friendly, happy bunch. The atmosphere here is so good, it’s like being in your own home. We’re fed well.” A relative said, “I think they care for [person] very well. I think they’re genuinely fond of [person] and they treat [person] as an equal in a way, which is nice.” Throughout our visit, we saw examples of staff engaging with people in a warm and respectful way.

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 and their relatives told us they and their loved ones were treated as individuals. Care records we reviewed confirmed people’s care was planned in a way to meet their individual needs and wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Feedback we received was that people were supported to maintain their independence. One person told us, “I’ve very much got a social life outside. When I first moved here, I went to church to get to know people in the village. I go out to visit them, and they come to the home to visit me. I’ve just made friends outside the home which keeps me active socially.” Our observations confirmed staff supported people’s independence, choice and control. Records we viewed also detailed what people could do for themselves and how staff should support this.

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. Feedback we received confirmed staff knew people well and were responsive to their needs. One relative told us, “[Registered manager] keeps us informed of things and if I see [person] and if I’m a little bit concerned, I can speak to her openly and she monitors it and gives me an update as to what she thinks. Communication’s very good.” Our observations showed staff were always available to people and were responsive to their needs.

The provider cared about and promoted the wellbeing of their staff and supported them to always deliver person-centred care. Staff told us they felt supported in their roles with one saying, “I find it’s a very nice environment to work in.” Staff also spoke about how they worked well as a team and the Registered Manager was visible and approachable.