Hurstway Care Home

Updated 8 May 2025

Date of Assessment: 5 and 6 June 2025. The service is a residential care home providing support to 39 older people some of whom were living with dementia.

At our last inspection the service was in breach of regulations regarding the overall management of the service. The service had made improvements and was no longer in breach of regulation.

The management team had effective quality assessments in place to identify and drive improvements. Some minor issues were identified at this inspection regarding the physical environment. However, the provider had systems in place to rapidly respond and make the necessary changes to keep people safe from avoidable harm.

People were involved in assessments of their needs which included individual communication styles, personal and health needs. People had enough to eat and drink to stay healthy. It was noted on the first day of the inspection site visit the mealtime experience for people was overstimulating with excessive environmental noise during lunch. However, the provider quickly responded to this and made changes to ensure it was more relaxed.

People’s health was monitored to support healthy living. Staff made sure people understood their care to enable them to give informed consent. Staff involved those important to people and took decisions in people’s best interests where they did not have capacity. People’s individual needs and health conditions were known by the staff supporting them.

People felt empowered to raise concerns and were confident any feedback would be acted on. People were supported by enough staff who had been safely recruited. People received their medicines as prescribed.

People were treated with kindness and compassion by a caring staff team. People had their privacy and dignity protected and were treated as individuals. People had choice in their care and were encouraged to maintain relationships with family and friends. The service supported staff wellbeing.

The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. People engaged in planning their care and understood options.

Staff felt supported to give feedback and were treated equally, free from bullying or harassment. People with protected characteristics felt supported. Staff understood their roles and responsibilities.

Updated 8 May 2025

Overall, people were positive about the quality of their care. One person told us how staff knew them well and helped with small things to make them more comfortable and reassured. They said, “Sometimes, because I have lost my mobility staff will sort my wardrobe and drawers for me. That means a lot because it’s my belongings, they are careful and respect me.”

People felt safe and were involved in planning their care and understood their rights. People were referred to alternative healthcare provisions promptly if needed. People felt safe from the risks of ill treatment or abuse. Everyone we spoke with told us they felt comfortable reporting anything they felt was not right. The management team acted promptly if concerns were raised, in order to keep people safe.

People were known by the staff supporting them and were treated as individuals. People were treated with respect and kindness. People were involved in activities they found interesting and stimulating. People engaged with their local community and members of the community were invited in to take part in activities, events and functions. People, and relatives, knew who the management team were and were comfortable talking with them about any concerns or compliments they had. People felt their contributions were valued by the provider. People were supported in a way they preferred and were encouraged to remain independent.

Some people could not directly tell us about their experience. We used a structured observation tool to assess whether they received good care. This approach showed people were included and listened to and staff consistently interacted positively with them. People were encouraged to eat and drink enough to maintain their well-being.