Hatchmoor Nursing Home

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People’s care plans were person-centred and detailed how people wanted to be supported in line with their individual likes and dislikes. One person said, “I am very happy here, I have everything I need.” One relative told us, “We were asked our advice on the care plan and they [staff] had us in to talk about it before giving us the final copy.” Another relative told us, “Yes we were very much involved in the care plan; we discussed it with them.”

Management and staff worked closely with people’s relatives and other professionals to ensure people’s needs were fully met. This meant the care provided reflected each person’s preferences and was delivered in a way that was appropriate, relevant, and responsive to their needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Relatives said people had regular health checks and care reviews. A relative told us, “[Person] was happy at home, and is fully involved in the care that’s provided to [name].” Staff worked closely with community health care providers and knew when to refer people for specialist care. They accessed support, advice and treatment for people from physiotherapists, speech and language therapists, chiropodists, and opticians.

We received positive comments from health professionals. For example, one health professional said, “I have always been informed of any concerns regarding patients’ symptoms or anything related to palliative care. I am also aware that the care homes team are also informed and regularly review patients who are flagged to them.” A second health professional commented, “Concerns are escalated to us promptly and appropriately. Staff seek advice when required, including out of hours services, and they follow clinical guidance reliably.”
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service followed the principles of the Accessible Information Standard (AIS) to identify, record and meet the communication and information needs of people with disabilities, impairments and/or sensory loss. This meant people received information in formats they could easily understand.

People were supported to access information in a range of formats that suited their individual communication needs. One person told us, “Staff know how to communicate with me, and they use cards when I need them.” Care plans included clear details about the support required to assist people with communication, ensuring staff could engage and respond to each person appropriately.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The provider had a complaints policy and procedure which clearly explained how to effectively deal with complaints. People and their relatives told us they knew how to raise concerns and felt confident to do so. A person said, “I know who to complain to, but I have never had the need to approach anybody.”

Records showed complaints received were dealt with in a timely way. Feedback from people, relatives and health professionals confirmed that any concerns raised with management were dealt with effectively.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The registered manager and staff promoted a culture that was open and inclusive, making it easy for people to speak with staff and request support when required. Staff created an atmosphere where people were treated with respect, their opinions were valued, and they were encouraged to share what mattered to them. This approach enabled people and their relatives to engage confidently with the service, contributing to care that remained accessible, responsive and tailored to each person’s needs.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People received equitable care and treatment. Staff treated everyone fairly and with respect, regardless of background, and involved other professionals when needed. Care plans reflected individual goals, and people were supported to achieve positive outcomes.

Staff understood the importance of inclusive care and worked to remove barriers. One person said, “We have a good time with the staff, they are all nice.” Another added, “They treat me as a person.”

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. For example, one person had detailed their future plans. This included funeral details, religious needs and family details.

People were able to discuss their preferences about the care they wished to receive towards the end of their lives. People’s wishes were respected if they chose not to discuss this aspect of their care. One relative told us, “We have talked about future plans, it’s all in order.”

One professional told us, “I can strongly agree that they do listen to and make all efforts to involve the palliative patients I visit to support in their decision making”.