Hadleigh Court

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 inspection, we rated this key question good. At this inspection, the rating has changed to requires improvement. This meant people’s needs were not always met.

This service scored 61 (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 did not always make sure people were at the centre of their care and treatment choices. People were not always involved in the planning of their care. Care plans and reviews did not record people’s and relatives’ involvement. We received mixed feedback from relatives regarding their involvement with people’s care plans. Comments included, “I haven’t seen or been involved in any care plan- nothing”. And “I don’t remember doing anything formal, we have had chats about what he needs and who he is, they talk to me”. The Registered Manager told us, “Families are updated, and it should be documented, we have plans to improve this”.

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, so care was not always joined-up, flexible or supportive of choice and continuity.

Care plans we viewed did not always reflect people’s full needs in relation to their social, cultural and religious needs.

We received mixed feedback from relatives about their loved ones leading a normal life and visiting activities outside of the care home. Comments included “(Person’s Name) would love church services. They were really involved in the community. One day, they were out and one of the carers noticed they were really interested in the churches and drove around, and they looked at the churches. That was so good, but generally there aren’t any opportunities”, and “They do have a minibus and take people out to the beach, which he likes”.

We discussed the accessible information standard with the Registered Manager, who was unaware of this guidance, and we signposted the service to this. Since 2016, all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says people should get the support they need in relation to communication. The Registered Manager told us about providing appropriate, accurate and up-to-date information to people in formats tailored to the individual needs. For example, large print.

Relatives told us the service were good at keeping in touch and calling them regarding changes in people’s health and care needs.

The Registered Manager told us they did not send out surveys on a regular basis for people, staff, relatives and professionals. Most relatives told us they did not remember being asked for feedback on care. A person living at the service told us, “No, we don’t get asked about what should be on the menu, and no one asks if we have enjoyed it”. Relatives felt they could raise concerns with the Registered Manager. However, they did not feel feedback was actively requested. Staff were given the opportunity to provide feedback during 1 to 1 conversations, or at team meetings and handovers. The Registered Manager told us about suggestion boxes in the service for people, relatives and staff to provide feedback.

The provider made sure people could access the care and support they needed. The premises were accessible to people with mobility needs. People could access the upper floor of the building by stairs or the passenger lift.

Relatives told us, “There are no restrictions on visiting, we can go anytime at all”, and “I go a lot, I go every week, and there is a lot of love for the people they look after, they really look after them”.

It was important to staff and leaders they treated people fairly and without discrimination. People’s care and support promoted equality. The Registered Manager told us about the different reasonable adjustments implemented for staff. Managers were either on site or on-call to provide support with any urgent healthcare needs and to ensure people had access to the services they required. Most staff had up-to-date Equality and Diversity training.

People were supported to plan for important life changes so they would have enough time to make informed decisions about their future, including at the end of their lives. Records we viewed had people’s end-of-life care needs assessed, planned for, and recorded where a person wanted to discuss this.

Some staff had up to date end of life training.