Hazeldown Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. Feedback we received from people, their relatives and staff demonstrated a commitment to their values of providing person-led care which led to the best outcomes for people. We received consistent feedback from people and their relatives about a culture of compassion and kindness.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty. We received consistently good feedback about the providers and the registered manager from the people we spoke with, their relatives, and staff. Our observations showed the registered manager was available to people and was a presence throughout the service. We saw people freely approaching the registered manager, either for a chat or for some reassurance.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People, relatives and staff we spoke with told us they felt able to speak up. One person told us, “I would feel comfortable raising anything with [registered manager].” The registered manager told us they are constantly speaking with people, their relatives and staff and any issues were “nipped in the bud” as when they arose. We saw a poster displayed with information about how to speak up and there were associated policies and procedures in place.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff told us they were treated in a fair way, and they had support in relation to their wellbeing. One staff member told us, “[Registered manager] will always see the positive in us, and she always praises us for our positives. She keeps us going.”

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. The provider had robust governance systems in place for all aspects of the service to monitor and assess the safety and quality of service being delivered. Records showed audits were completed in line with the provider’s policy and procedures, and confirmed timely remedial action was taken when shortfalls were identified.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. Staff and the registered manager told us how they worked in partnership with health and social care professionals and records we reviewed confirmed this. People told us how they were supported to be part of their local community.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research. The provider continuously sought feedback and used this in a positive way to improve the service. The registered manager spoke passionately about the service and how they, the providers and the staff team ensured people received person-centred care.