Hall Park Care 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 inspection we rated this key question good. At this inspection the rating has improved to outstanding.

This meant services were fully tailored to meet the needs of individuals and delivered to ensure flexibility, choice and continuity of care.

This service scored 100 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The management team was exceptional at making 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 living at Hall Park were truly recognised as an individual person with a life ahead of them and a life history which had shaped them. The management team ensured people’s views, opinions and choices were captured, then included in their plans. Care plans we reviewed showed exceptional personalised details, showing people and their relatives had been involved in creating the plans. People were supported to maintain and improve their confidence. Referrals had been promptly made to external health and social care teams where people needed support or equipment.

People and their relatives told us staff encouraged them to enjoy life, have fun and laugh. A relative told us, “I find the staff efficient, approachable and caring. When they pop into my family members room he will respond to them. They have a laugh and a joke together; it all seems very amiable.” Another relative told us, “It was my family members birthday yesterday and staff gave them a present; a t-shirt and some chocolates. They also had a cake and a big balloon saying Happy Birthday.” We saw the service had a wall mounted ‘birthday charms’ planner. This ensured everyone was able to participate in celebrating their birthday, should they wish to do so. The kitchen team expressed their love for baking, and ensuring every person was able to have a personalised cake.

People were supported to lead a full and active life, participating in activities which they enjoyed. One person said, “I like the quizzes we have, it’s good to test the brain. Carpet bowls is really enjoyable. I also enjoyed the recent visit from Shetland ponies, I got to stroke them.” A relative we spoke with told us, “The staff are friendly, helpful and knowledgeable. They are very good when they interact with my family member, he smiles a lot, they are very good with him.”

Relatives we spoke with gave positive feedback around the kindness and compassion shown by the staff team, and the genuinely caring relationships this had created. One relative told us, “Staff are friendly, welcoming, helpful and my family member loves them, there is no one they dislike.” Another relative said, “I would describe the staff as friendly, efficient and fun. Once I saw a person standing in the corridor looking a little confused and a member of staff came over to them and they both began dancing and singing a song and they then both jiggled off down to their room. It was so lovely to see. They are all very kind and always offer me tea and biscuits.”

The management team had an exceptional understanding of the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People were placed at the front and centre of a truly holistic, whole team approach to their care. People were fully supported to access external health and social care appointments independently where they were able. One relative told us, “My family member is safe, whenever I see them, they are chirpy and relaxed. The maintenance person takes us to their medical appointments, it is all part of the service.” Another relative told us, “My family member was struggling at home previously. They have made a lot of friends with the staff, the food is good, they are happy and settled now.” Another relative said, “Staff are very friendly; they talk to me too. They are helpful and caring; they have conversations with my family member. From what I’ve seen, it’s like home from home, like a family.”

A visiting health professional we spoke with told us, “There are plenty of staff, I can always find a staff member and I am always supported by a staff member on my visits to people. They are really supportive and know people so well. The care plans are brilliant and are always updated with our guidance.”

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

Support plans and records were captured in ways that met people’s requirements for meaningful communication and decision-making. Staff understood people well and could promptly identify any distress behaviours or people who may struggle to express themselves. The management team were open to providing information in alternative languages or formats, to ensure information provided was fully inclusive for people and their relatives.

The life enrichment and activity planners were provided in large print, or alternative formats, and everyone received a copy to keep in their room. Relatives also received a copy of the planner.

The management team was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

People were fully involved in the shaping and development of the service. There was a nominated ‘speak up ambassador’ and ‘resident ambassador’, who gave views on behalf of people. Records of resident ambassador meetings showed a suggestion had been made by people to have the ‘indoor bowling’ they enjoyed, available to them outdoors in the garden. The maintenance and gardening team had worked together to ensure this request was completed. People we spoke with told us how much they enjoyed being able to participate in this outdoor activity.

People and their relatives were confident in speaking up and raising concerns and feeling really listened to. One relative told us, “I have raised concerns in the past and they were received very positively and dealt with well.” Relatives were invited to regular meetings at the service, to give their feedback or raise concerns. One relative told us, “I have not yet been to one of the meetings, but I intend to. They send me a diary every Monday morning about what’s going on in the week.”

Where a need was identified, there were independent advocates involved in people’s lives to support them.

The management team was exceptional at ensuring people could access the care, support and treatment they needed when they needed it.

People were confidently able to access emergency health care if needed. The staff team promptly recognised any changes in people’s presentation, emotional state or distress, which may show a deterioration in their health or wellbeing. During our inspection, one person had been identified during the morning welfare checks as appearing unwell. The request for a GP visit had been promptly completed by the senior in charge. The GP guidance was then handed over at change of shift, to ensure staff could continue increased welfare checks for this person.

People’s rights were fully respected and embraced. The focus at Hall Park was consistent in how staff could enable people to live a good life as part of their community. A relative told us, “Staff have taken my family member to services at the local Methodist church. They need support to attend, and staff are very proactive.” Another relative told us, “My family member is being very well looked after. I turn up when I want so I know they are transparent. I am perfectly happy with where they are.”

In relation to staff understanding and fully respecting people’s needs as an individual, a relative told us, “Repetition and routine has helped my family member settle; they watch a specific TV programme between 6pm and 8pm and then go to bed.”

The management and staff team 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.

The culture of Hall Park was focussed on allowing equity of access to all. This enabled people to flourish, without fear of prejudice. People were fully supported to access community facilities, follow their faith, understand voting and lead a full life. One person said, “If I want to pop out locally, staff will support me with this.” Relatives we spoke with gave positive feedback about their family members improved outcomes.

A relative told us, “We know my family member is safe, and staff make a real fuss of them. It was tough for my family member moving in, but staff get them involved in stuff, hug them; they are really kind.” Another relative said, “My family member is safe. I wouldn’t leave them there if they weren’t. They now have lots of people looking after them and have had no falls since they have been at Hall Park.”

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

People were supported to make decisions about their future care and support, including those relating to potential medical and psychological needs and their wishes for end of their life. If people did not wish to discuss their end of life, clear guidance was in place showing steps for staff to take in an emergency medical situation. Where people had not wished to discuss the end of their lives, the staff team had regularly revisited the subject with a person, to ensure their views were considered.

The care plans we reviewed showed an exceptional level of personalisation, with clear information on how people wished to be supported at the end of their lives. Details were also included on how people wished their lives to be celebrated by others, and what they would like this to involve. Where people had made advanced decisions about their care at the end of their lives, this was clearly recorded in care plans.

One relative told us, “My family member was previously placed on end of life care, then they bounced back, and that has been repeated. The home are aware of their wishes, no admission to hospital and a Do Not Resuscitate (DNR) decision in place.” Another relative told us, “My family member has a Respect form, they have a DNR and I have Power of Attorney for their money and health. Staff have got that all on file.”

Staff we spoke with showed empathy and understanding of caring for people at the end of their lives. A member of staff told us they were passionate about ensuring dignity for people was maintained at the end of their lives. Staff spoke of their sense of loss when a person had recently passed away. The whole staff team felt people were like a family to them, and the care provided for people should reflect this.