Hanwell House

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment, we rated this key question good. At this assessment, the rating has remained good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

The provider assessed people’s needs and choices with them and their families. This meant they could create person-centred care plans. The registered manager or senior staff always met people to carry out an assessment before they moved to the service. They spoke with them and their relatives to find out about their needs.

Staff created care plans which reflected these needs. Care plans were detailed. These were regularly reviewed and updated. People were given copies of their care plans.

People using the service and their relatives told us they were involved in assessments. Their comments included, “[Senior staff member] came to [person’s] home to do an assessment. I was impressed. [The staff member] put us at ease and helped us understand what it meant to move to a care home” and “We were involved with the care plan and are happy with everything that was discussed.”

The provider made sure people received evidence-based care. Staff undertook a range of training to help them understand about people’s health conditions and how best to support them. Some staff completed additional training to undertake delegated roles working with external healthcare professionals to support people.

Staff completed training to understand about best practice caring for people living with dementia.

Care plans reflected best practice guidance and legislation. Staff were provided with videos of training and information to help them understand about different aspects of care.

Staff had information about nutritional health and ensured people received food which met their needs and helped to keep them well. People were given a choice of food and drinks, including specialist diets that met their preferences, cultural and health needs. People told us they liked the food and had enough to eat and drink. Their comments included, “The food is lovely and they know how I like it” and “If you feel hungry you can ask and have something extra.”

Staff worked well together to ensure people’s needs were met. Staff communicated with each other through daily meetings. Senior staff allocated tasks and discussed people’s needs with other staff. Staff told us they could ask managers or senior staff for information or guidance whenever they needed. Comments from staff included, “It is like being in a big family”, “We work well as a team” and “Colleagues are very supportive.”

Staff worked closely with external professionals. They had regular meetings with GPs and community nurses. They shared information about people and sought advice and guidance when needed.

The provider supported people to live healthy lives. Staff assessed and planned care to meet people’s healthcare needs. Care plans included detailed information about how people’s conditions affected them and the support they required. Staff monitored changes in people’s health and wellbeing. They made timely referrals for healthcare support when needed.

Senior staff regularly spoke with GPs to discuss people’s health. People and their relatives told us they had access to the professionals they needed to see, including dentists, chiropodists and nurses. Their comments included, “I had a toothache and the staff arranged for me to see the dentist”, “If you have any problems, you let the staff know and they organise what you need” and “The home organised for my relative to have physiotherapy and be assessed for a new wheelchair.”

Staff monitored people’s outcomes and wellbeing. Senior staff reviewed people’s care plans. They were quick to respond to changes in need. A relative told us how their loved one had started to experience changes in the way they could swallow. They explained the staff had organised for a healthcare professional consultation and had followed their advice to adapt how they were supported the person and the texture of their food and drink.

Staff kept records of the support people had received. Senior staff monitored these to make sure care plans were being followed. Senior staff carried out observations of people’s health vital signs, including temperature, weight and blood pressure. They used these observations to help monitor changes in people’s wellbeing.

The provider sought people’s consent. People told us staff offered choices and obtained their consent before providing care. We saw staff doing this and using appropriate language and methods of communication to help make sure people understood choices.

The provider assessed people’s capacity to consent to different decisions. They reassessed the information at regular intervals to ensure any changes in people’s mental capacity were identified. Care plans included information about people’s mental capacity.

The provider consulted with people and their families when developing care plans. They met with relatives and people’s representatives, including advocates, to discuss care in people’s best interests when people could not make decisions themselves. Relatives confirmed this.