Hanwell House

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

People received person-centred care which met their needs and preferences. People and their relatives told us they liked living at the home. They explained staff were attentive and responsive. People told us they were able to take baths and showers when they wanted. People were wearing clean clothes and had clean hair and nails. Men were cleanly shaven when this was their choice. Comments from people using the service and their relatives included, “[Person] has the support they need which was something we could not provide at home” and “Staff have responded when I asked for changes. They are attentive when I need them.”

Staff recorded personalised information in care plans. These were regularly reviewed and updated. Staff worked with other professionals to coordinate care and support when needed.

People were supported by familiar staff who knew them well. Staff worked closely with other professionals to ensure people received continuity of care. Relatives told us they were able to visit when they wanted, and they felt involved in decisions about people’s care.

Care plans included information about how each person communicated. Staff provided information to people about activities and meals. Staff used different methods to help people understand information. For example, staff wrote information for a person who preferred this in addition to verbal prompts. Staff spoke a range of languages and communicated with people in their chosen languages when possible.

The registered manager explained people had copies of their care plans. They were looking at ways to create access for families to view computerised care plans remotely when this was appropriate and they had the consent of the person or were their representative.

The provider listened to and involved people. People using the service and their relatives told us they knew the registered manager well and felt able to speak with them. They explained the registered manager spent time with them individually and with groups of people and that they were involved in providing care and support. Comments from people and their relatives included, “If we wanted to organise a meeting, we could have 1 right now with the [registered] manager. It is a very easy-going place” and “I can’t think of any improvements, but I could speak with the staff if I wanted to.”

There was a suitable complaints procedure. People knew what to do if they had any concerns. People told us these were responded to appropriately. Their comments included, “I would feel comfortable complaining. But I have not needed to”, “I would not hesitate to make a complaint if I needed” and “If I needed things to change, I would speak with the [registered] manager.”

Staff supported people to access other services when they needed. For example, escorting them on appointments and organising transport when they needed this.

Staff completed training about equality and diversity. There were appropriate procedures in place. People told us they did not experience discrimination at the service.

Staff supported people to remain at the service at the end of their lives if this was possible and their choice. They worked closely with healthcare professionals to make sure they planned for and met people’s needs. This included managing their pain and making sure their wishes were respected. The provider gave staff training and guidance to understand about good care for people who were dying and at the end of their lives.