Hazelmead Residential 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 79 (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.
Daily records and observations showed that people were supported in line with their care plans. Care plans had input from people, their relatives or advocates, and health and social care professionals. Care plans and other records were person-centred.

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 were given clear guidance and training around how to support people, recognise changes in their needs and when contact with external healthcare professionals was required. For example, one person was prone to chest infections. Staff kept anticipatory medicines ready and explained that acting early helped reduce the risk of hospital admission.

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

Information about the service was available in easy read formats. Information was clearly displayed around the service. Staff communicated with people in the most appropriate way for that person.

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.

A process was in place for dealing with formal complaints, and there had been no recent complaints. We saw staff giving people time to share their views and making sure everyone had a voice, even when someone felt less confident speaking in a group.

When asked how well people were listened to, a relative said, “The service is perfect. [Person] lives in a safe place and it's the best service ever. They promote their independence, plan [person’s] menus and they know their likes and dislikes.”

Throughout the assessment we observed people being asked their opinion and being actively listened to, not just heard.

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

Staff understood the importance of ensuring people had access to the right health and social care services. People were supported to access treatment when needed, and families were informed and involved when appropriate.

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.

The registered manager ensured staff understood people’s needs and preferences. They put the right processes in place to support people and staff.People, relatives and health and social care partners told us staff knew people well.

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 preferences around end-of-life care were recorded. No one living at the service was receiving end of life care at the time of the assessment. Staff had received training to support people at the end of their lives.