Hanwell House

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment, we rated this key question good. At this assessment, the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness and compassion. People told us they had good relationships with staff. Comments from people and their relatives included, “The staff are lovely. They know us and we are well treated”, “Staff are nice and take care of us” and “When [person] is upset, the staff distract [them] by singing and this helps [them] cope.”

People told us their privacy and dignity were respected.

We saw staff treating people with kindness. They spoke with them in a gentle way. People were not rushed. Staff respected people’s decisions and took time to listen to people. Staff were able to describe the people they cared for, including what interests they had and how they liked to be supported. Care workers used positive and gentle touch when communicating with people. Staff responded when people were distressed and offered them comfort and reassurance.

Staff treated people as individuals. Staff knew about the people they were caring for. They used personalised ways to communicate. People were given a choice of meals and how they wanted to spend their time. People told us they were able to choose when to rise and retire each day. A relative commented, “[Person] enjoys [their] routine which staff respect and maintain.” People explained they could choose culturally appropriate food. Staff spoke a range of languages and were able to converse with people in their first language.

People’s religious needs were met. People were supported to celebrate their religion and culture through services and special events. The provider shared information with staff to help them understand what was important to people. They created personalised care plans. They provided links to information and videos to support staff to understand about people’s different needs and what was important to them.

Staff supported people to be independent when this is what they wanted and they were able to do so safely. Two people we spoke with explained they had helped staff with tasks such as folding laundry and they had enjoyed this. Care plans described people’s abilities. A person explained, “I am free here and it doesn’t feel like a care home.”

People were able to make choices. They confirmed this. We observed staff offering people choices and respecting these. Comments from people using the service included, “I can do my own care and have a shower when I want” and “I can make choices and look after myself.”

Staff supported people to take part in a range of activities. There were resources for activities, including games and puzzles. We saw staff encouraging people to participate in group games. The provider organised for external entertainers to visit the home each day. On the day of our visit, there was a singer. People were participating in this activity by singing and dancing with the support of staff. Comments from relatives included, “People are encouraged to come out of their rooms and see what is happening in the lounge. They are not left isolated” and “[Person] loves chatting and being around people, so this is the perfect environment.” A person told us, “I have friends here, which is nice.”

Staff monitored people’s wellbeing and requested medical support when needed. Relatives explained staff had responded well to emergency situations. There were call bells around the service and staff were prompt at responding when these were activated.

The provider supported staff wellbeing and enablement. Staff told us they enjoyed working at the service and had support from senior staff and the registered manager. They explained they had opportunities to meet with them and to ask questions. Staff told us the provider respected their emotional wellbeing, and they felt the care home was a good place to work.

The provider supported internal promotions. Senior staff had previously worked in different roles. They had been supported to undertake training and take on additional tasks. The provider had also promoted staff to other roles when this is what they wanted and they had the right skills, competencies and attitude.