You are here

Archived: The Hayes

The provider of this service changed - see new profile

Inspection Summary

Overall summary & rating

Updated 17 September 2014

The Hayes is a care home for up to 50 people with one of the bedrooms used for respite, short stay, care only. At the time of our inspection there were 47 older people receiving care at The Hayes, some of whom were living with dementia and/or a physical disability. The home consisted of five bungalows linked by a large communal lounge area.

When we visited there was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service and has the legal responsibility for meeting the requirements of the law like the provider.

On the day of the inspection we saw people were well cared for and their needs were being met in a timely fashion. One person told us: “I love it here, I couldn’t be happier.”

Relatives told us the staff were professional and caring. They told us staff knew their relative’s needs well and The Hayes felt like home.

Social care professionals were positive about the care provided by the home. They highlighted the high standard of the staff team’s skills and knowledge and observed that they were well trained.

Staff received the support and training they needed in order to carry out their duties to a good standard. The home was accredited by the Gold Standard Framework for End of Life care. This is a nationally recognised accreditation scheme that identifies services that are striving for excellence in the care they provide for people at the end of their lives.

The management of the home was good and we found there was a positive relationship between staff and management.

We found the service was meeting the requirements of the Deprivation of Liberty Safeguards (DoLS). This is legislation that restricts people’s freedom where this has been assessed as needed to help protect the person from possible harm. At the time of our inspection there was no one subject to a DoLS authorisation.

Inspection areas


No action required

Updated 17 September 2014

People told us they felt the staff were concerned for their welfare and that they were safe. We saw that people were at reduced risk of harm because risks were managed effectively and people were involved in discussions about how this should happen People were also protected because the home was kept clean and people were protected from the risks of cross infection. 

Staff were able to talk confidently about how they protected people from abuse and the processes that were in place to do this.  A social worker we spoke with described a situation where the home had managed a complex situation and protected the person from harm.

The CQC is required by law to monitor the operation of the Deprivation of Liberty Safeguards. We found the location was meeting the requirements of the Deprivation of Liberty Safeguards. The staff had a clear understanding of Deprivation of Liberty Safeguards, which are safeguards provided for by the Mental Capacity Act 2005 to protect people living in care homes from being unlawfully deprived of their freedom.


No action required

Updated 17 September 2014

People and their families were involved in planning and reviewing their care. We saw that people received the care described in their care plans.

We saw that people had food choices and were well supported with eating and drinking. They told us the food was good and that when they wanted something different they could have it. We spoke with staff and people and found that the risks associated with eating and drinking were well managed. 

People worked with their families and staff to plan and record how they wanted their needs met at the end of their lives. Staff also worked in partnership with other professionals such as nurses and GPs to make sure people’s needs were met effectively.


No action required

Updated 17 September 2014

We observed, and people told us, staff were caring and kind. Relatives also commented on how the dignity and independence of their relative was promoted by staff. There were activities arranged that reflected the interests of the people living in the home.

Relatives, visitors and visiting professionals we spoke with were all positive about the care and support for people who used the service. This was echoed in discussions with staff who spoke knowledgeably and with fondness about the people they supported.

People and their relatives were encouraged to make their views known about their care and support. This included end of life care.  We spoke with people about their plans for end of life and they told us they were sure their wishes would be followed.  


No action required

Updated 17 September 2014

People told us their views were encouraged and listened to. Care plans recorded people’s likes, dislikes and preferences and staff understood that this information helped them to provide care in line with people’s wishes.

When people’s needs changed the staff were quick to respond and we saw that care plans were reviewed and appropriate professionals involved. This included personalised and responsive care for people at the end of their lives. We heard from relatives about how the staff had made sure their relative had everything they wanted.

Activities were planned in response to requests made by individuals and groups. We saw that a person had taken over the cultivation of part of the garden after alerting the staff to the fact they missed this activity.


No action required

Updated 17 September 2014

The registered manager promoted a positive culture for staff to work in. The staff we spoke with had a clear understanding of their roles. They told us that the registered manager’s door was open to them and they felt confident to raise any issue they had with any of the senior staff. This sentiment was echoed by the people living in the home, their relatives and visiting social care professionals.

The home was accredited under the National Gold Standards Framework for end of life care and worked with other health and social care professionals in the area to improve end of life care practice in the geographical area. This framework is a comprehensive quality assurance system which enables care homes to provide quality care to people nearing the end of their life.

Staffing levels were monitored and maintained at safe levels.  We saw that the staff were busy but they were clear about the expectations of their roles. The staff had received appropriate training in order to meet the needs of the people living in the home to a high standard. They told us they felt supported by senior staff and the registered manager.

There were effective systems in place to monitor quality of care within the home. People told us they felt confident that if they needed to complain this would be dealt with effectively.

The home had a registered manager in post who had been managing a stable staff team within the home for many years. Staff told us they were comfortable approaching her as did the people living in the home.