Hazelmead Residential 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 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 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.

People, their relatives and staff felt there was a positive culture at the service. Communication channels were open. We observed staff and people speaking to each other throughout the assessment, raising ideas, issues and thoughts with no qualms.

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.

The provider had good oversight of the service. The registered manager was deeply committed to the service and experienced in caring for people with learning disabilities and autistic people. Meetings were held with management from sister services based at the site. The registered manager felt supported by the provider. Staff said the management team were approachable and supportive. One staff member said, “I feel comfortable speaking up if something isn’t right or needs improvement. [The registered manager] is approachable and open to listening.”

The provider fostered a positive culture where people felt they could speak up, and their voice would be heard. Policies and procedures were in place to make it easy for staff to speak up. All the staff we spoke with were aware of the process to raise issues and how to contact the provider if they needed to.

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. We asked staff whether they had ever experienced discrimination, and no concerns were raised with us.

The provider’s arrangements for financial responsibilities and accountability were not always effective. During the assessment, the provider was addressing a utility-related debt. While this had been long-standing, they had acted to ensure this was managed safely. We were assured that any potential impact on people using the service had been negated

The provider consistently acted on reliable information about risk, performance and outcomes. Governance procedures in relation to the day-to-day care of people were robust and effective.

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.

A healthcare professional said, “The team have a good recording system, such as ABC charts (for recorded behavioural incidents) for any incidents which promote learning. I suggested we implement a hospital passport for the client, and the team showed initiative and asked I shared the current template so they could do independently. I believe they have gone on to use this for other residents.” (sic)

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.

Significant improvements had been made since the previous assessment. Staff put people at the heart of improvements and changes at the service.