Hazeldown Care Home

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. People told us how staff cared for them according to their individual needs, and we also received positive feedback from relatives. One relative explained how their family member would decline baths and showers, but staff found a way to encourage them and now the person is bathing regularly. Both the registered manager and staff we spoke with knew people’s needs and their interests in detail. Records we reviewed were person-centred and detailed many aspects of people’s lives, not just their care needs.

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. Staff training records we viewed showed they attended training in topics that may affect the people who used the service. Feedback we received was that staff understood and knew people’s needs. Staff worked collaboratively with people’s wider care team in the community to ensure responsive care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Our observations showed staff communicated with people according to their preferences and individual needs. Care records detailed how people liked to communicate and their preferences for how they liked to receive information. The provider had provisions in place to deliver information in different formats.

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. People told us there were regular meeting in place where they could make suggestions about outings and what meals they would like to add to the menu. Outside of these meetings, people and their relatives told us they felt able to approach any of the staff team.

The provider made sure that people could access the care, support and treatment they needed when they needed it. People received care from a small team of staff who knew them well. People were also able to choose their own keyworker for continuity of care. This arrangement was reviewed regularly to ensure both parties were happy with the arrangement. Internal and external effective teamworking and efficient management meant people received the care they needed. Our observations and feedback we received confirmed this.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Both the registered manager and staff understood and advocated on behalf of people who used the service knowing their age, mental health conditions and physical health left them at risk of inequity in their care. We saw staff ensured people received care and treatment to live the life they wanted to live. One person told us how they go out more since moving into the service. A relative said, “[Person] is now much, much better then [person] ever was.”

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. Where people wished to discuss their future plans and end of life wishes, these were documented in their care plans. This included the people they would like with them and details of funeral arrangements.