Hampshire Head Office Brockhurst Rd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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 worked with people to make sure they received effective care and support by regularly assessing and reviewing their health, wellbeing, and communication needs.

People told us they felt happy with the care and support they received. Staff reviewed support plans regularly and kept them up to date. They involved people in these reviews and recorded their views and preferences clearly in the care plans. Where appropriate, staff also involved families, based on each person’s wishes and level of independence.

When people’s needs changed, staff responded promptly. They made timely referrals to healthcare professionals and updated care records to reflect the changes. This helped staff adjust the care quickly and ensure it continued to meet people’s needs.

The provider planned and delivered people’s care and treatment collaboratively, respecting what mattered most to them. They followed legislation and evidence-based best practice to ensure safe, personalised support.

The provider’s policies ensured people’s nutrition and hydration needs were met according to current guidance and staff assessed these needs in a person-centred way and involved relevant healthcare professionals such as Speech and Language Therapists (SALT), when necessary.

Records demonstrated when people chose to adopt a healthier diet, staff held discussions with them and supported these choices by embedding good practices collaboratively into daily life, such as healthier shopping and cooking.

People told us they felt respected and supported to maintain their health and wellbeing. Staff actively planned and delivered care with people, focusing on their preferences and needs whilst balancing choices.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

The provider kept hospital passports current and made them available to ensure smooth transfers during hospital admissions. Hospital passports are documents designed to help people, particularly those with learning disabilities, autism, or complex communication needs, get the right support and care when they go into hospital. These were also available in easy read format which meant people could understand and be involved in their development and review.

Records show staff maintained regular and detailed communication with external professionals and partner services. Healthcare professionals told us staff understood people’s individual needs and used this knowledge to plan consistent care and empower people. These joint working arrangements helped staff deliver care that was well-coordinated and personalised.

The service promoted meaningful engagement and supported people to lead active, healthy, and more independent lives.

Staff encouraged and enabled people to take part in activities that reflected their individual interests and goals. They helped people access volunteering opportunities, pursue education, and explore work placements in areas they enjoyed. Staff worked collaboratively with individuals to build confidence, develop new skills, and maintain positive daily routines that enhanced wellbeing and gave people a sense of purpose.

Staff also supported people to understand and manage their own medical conditions, promoting greater self-care and timely access to healthcare services. They encouraged people to attend appointments, follow treatment plans, and communicate changes in their health. This person-centred approach improved people’s physical health, reduced hospital admissions, and enhanced their overall quality of life.

People told us staff helped them develop a stronger sense of independence and self-esteem, which boosted their emotional wellbeing and reduced social isolation. Staff supported people to set long-term goals and take meaningful steps towards greater autonomy and an increasingly fulfilling life.

The provider used effective monitoring systems to improve care quality and support outcomes that mattered to people. They ensured outcomes were both positive and consistent, aligning with best practice and each person’s individual goals and preferences.

Staff regularly gathered feedback through people’s meetings, reviews, and ongoing conversations. They adapted their support in response to health appointments or changes in people’s conditions. For example, one person, who had been admitted to the service with continence needs and relied on staff for all support in this area, was now fully independent. Staff supported them with sensitive prompting, encouragement, and confidence-building strategies that enabled them to regain control over their personal care. The person told us they felt more confident, capable, and independent as a result.

These personalised approaches led to better outcomes, including improved emotional wellbeing, increased participation in daily routines, and greater independence across key areas of people’s lives.

The provider had systems to seek people’s consent; however, these were not always clear or effective enough to ensure that consent was fully informed and consistently applied.

Although people had signed mutual agreements and consent forms, such as those relating to CCTV use in communal areas or the supervised storage of sharps, these documents lacked detailed information about the risks, benefits, and alternative options available. As a result, it was not always clear whether people had a full understanding of the decisions they were being asked to agree to.

For example, while people had signed consent forms for the use of CCTV in communal areas, the documentation did not clearly explain how the footage would be used, who would have access to it, or how long it would be retained. Similarly, there were agreements in place around locking away sharps and restricting access to medicines. However, these were not supported by individual risk assessments or care plans that reflected each person’s needs and level of understanding. This meant decisions were not always person-centred or based on a clear assessment of risk. In some cases, documents appeared to be used to justify blanket restrictions rather than supporting people to make informed choices. People had also signed tenancy agreements that did not clearly outline their rights as tenants. The provider operated in a dual role as both landlord and care provider but had not fully separated these responsibilities. This meant it was unclear whether people understood their rights, such as the ability to change care providers, restrict staff access to their home, or challenge decisions relating to their tenancy.

However, people told us they felt safe, supported, and respected, the arrangements did limit their ability to make fully informed decisions about their care and living environment.

We asked one person how they felt about the CCTV and locked sharps, and they said, “totally forgot about it”, “I don’t really care”. People consistently told us they felt safe, involved, and respected.

The provider responded positively to our feedback and took initial steps to review consent processes, tenancy arrangements, and supporting documentation. They committed to making improvements to ensure that people’s rights are clearly explained and upheld, and that consent is meaningfully obtained.