Hatchmoor Nursing Home

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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff involved people in the care being provided by clearly explaining what was happening and what to expect next. For example, a staff member explained to a person that they were going to place an apron on them to protect their clothing whilst they ate their lunch. This approach helped people feel informed, respected, and reassured during care interactions.

People, relatives and health professionals all told us staff treated people well, supported them in a dignified manner and respected their privacy. A relative said, “The carers are all very good; they are attentive, calm, patient, caring and gentle when handling residents.”

Staff treated colleagues from other organisations with kindness and respect. Health and social care professionals spoke positively about staff and management. One professional told us, “I have witnessed very good emotional support, supporting preferences such as setting up plant potting for a keen gardener and providing tailored end of life care to patients. Any care I have witnessed has been compassionate and caring.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider’s policies and practices promoted equality in care and supported people’s human rights. People were not discriminated against, and diversity was celebrated. The provider’s staff training gave staff the knowledge they needed to deliver care in line with these policies and people’s protected characteristics.

Staff worked with people, their representatives and others who mattered to them, to learn more about people’s social and cultural background, what was important to them, their likes and dislikes, including their goals and wishes.

People and their families provided positive feedback about how people were treated as individuals. One relative said,“I was asked about [name] preferences’ what [name] likes to eat, time [name] likes to go to bed and all that went into the plan.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to be as independent as possible. Care plans set out what people could do for themselves and what they needed support with, for example, in relation to personal care. Staff told us how they promoted people’s independence. A member of staff said, “We ask if they want a bath or a shower. Most of them we try to support them to choose their clothes.” Another member of staff said, “We ask for permission with personal care. If they [people] are resistant to receiving support with personal care, we go back later and ask them again.”

People were provided with a choice at mealtimes and told us they liked the food. A relative said, “[Person] enjoys the food here.” A person told us how they were able to maintain their independence. They said, “I try to look after myself, but staff will always help me if I need them to.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed staff responding to people’s immediate needs during our visit, such as assisting people to mobilise when they wanted to move or providing reassurance to people when they were anxious or distressed.

When people were in their rooms, call bells were available to them if they required assistance and we observed them being responded to promptly.

People and their relatives were complimentary about staff being able to recognise people’s needs and respond to them. One relative said, “They now know [relative] very well and because of the consistency of staff and how good they are they are very good at recognising [relative’s] needs. They respond immediately.”
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us it was a good place to work and they felt supported. A member of staff said, “[Registered manager] is a good manager. They are helpful and very approachable. Any time their door is open. They tell us things politely, they are not shouting.” Another member of staff said, “I really like the manager, they are supportive. They always ask about my wellbeing and are open to listening to my professional and personal problems that affect my work. They have been so supportive.”

Staff were supported to develop in their role through regular training, for example on dementia care. Staff also had supervision meetings with a senior member of staff where they could discuss issues of importance and relevance to them.