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 assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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. Staff knew people well and care plans contained detailed information about people’s life histories, personal preferences and interests. Staff provided care that met people’s individual needs. For example, one person was supported to go out for a daily car ride, because this helped them feel less anxious. One staff member told us, “Activities are brilliant, we use an app that helps us tailor activities to the individual. I feel much closer to the residents as I have spent a lot of one-to-one time with them.”

There were some shortfalls in how the provider understood the diverse health and care needs of people and their local communities, care was not always joined-up, flexible or supportive of choice and continuity. The service had been through a period of change, and this had impacted on the care people received. However, at the time of this assessment, the provider was working with the local authority to ensure good continuity of care going forward.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People had information provided in alternative formats where appropriate. People’s relatives told us they felt confident the service shared information appropriately. One person’s relative told us, “The communication is better. They do a newsletter, so you feel you know more about what’s going on.”

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.

Complaints forms were available in the service and people’s relatives told us they felt comfortable raising concerns, and communication had improved. Recent changes at the service had prompted some staff to contact CQC with concerns about how the service was being managed. The provider addressed these openly and honestly and took action to make improvements where required. Staff told us they attended regular staff meetings.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff supported people to access health care services where appropriate and worked openly with external health professionals.

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. Staff advocated for people and took action to minimise barriers to care.

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. People’s care plans contained detailed information about how staff should support them at the end of their life.