Hays House 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 as good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 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.

One member of staff told us they had shadowed nurses at a local hospital to develop their clinical knowledge and skills. They described how this experience had enhanced their understanding of complex health conditions and nursing interventions, enabling them to provide more effective support to people living at the home. This demonstrated the provider's commitment to staff development and helping staff gain the skills and confidence needed to meet people's individual needs.

The service had recently become a veteran-friendly care home, which meant they were recognised nationally as a service committed to understanding and meeting the unique needs of veterans. This demonstrated the home's dedication to providing person-centred care, promoting wellbeing, and ensuring that people who had served in the armed forces were supported to maintain their identity, share their experiences, and access appropriate services and community connections.

The registered manager had regular culture event days and parties where staff and people were encouraged to dress up and bring food that was significant in their traditions. Feedback from staff and people was positive, 1 person said, it was ”Exceptional at enabling us to learn more about the world and the people in it.”

This summer marked the first cricket tournament held by the provider. People told us they enjoyed watching the matches and staff told us: “it was a great bit of fun.”

Leaders told us Christmas parties were popular. The provider organised for external caterers to facilitate these parties so staff and people had an opportunity to enjoy the day together.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider enabled 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.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this. One person had a specific diet because of religious beliefs. The registered manager consulted with the head chef who confirmed they would be able to meet this persons particular needs when planning, preparing and cooking foods for them.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.