Hazel Lodge 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.

This is the first assessment for this newly registered service. This key question has been rated 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.

Staff were observed supporting people with activities and had meaningful conversations with people about their hobbies and interests. Staff told us how they read care plans and spoke with people and their families to get to know what people’s needs and preferences were.

Staff told us, "People get exceptional care." One relative told us, " The staff are brilliant and very patient."

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. There was a weekly ward round conducted by an Advanced Clinical Practitioner. The local GP surgery had now taken on everyone living at the home to ensure consistency in medical care. The ward round was completed with staff from each floor of the home. Any adjustments that were made to care plans or medicines were then immediately updated on the system.

One relative told us of the support the home had given to them with a move to a different home, the guidance and involvement they had received.

Community professionals told us, "I am aware that a regular ward round takes place each week, and residents appear to be well attended to."

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. There was signage with pictures around the home. There were notice boards around the home displaying relevant information. On the memory floor of the home there were pictures on bedroom doors for orientation and dementia friendly coloured doors, shower and bath seats. Information was available in easy read format if people needed.

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. The home held regular relative and resident meetings, and the home requested feedback in the meetings. For example, the chef attended meetings and food preferences were discussed.

One person told us, "Nice food, they do ask for feedback on the food and because they are regular staff, they will often say: ‘We have something on today that we know you like, would you like it?’ All done in a very pleasant way."

The provider made sure that people could access the care, support and treatment they needed when they needed it. The garden was fully accessible to people to use at their leisure. There was a minibus at the home that took people on trips but could also be used to take people for appointments. People had the equipment they needed. There was an adapted bath, called a spa bath for people to use. Some people preferred baths in the day, and the staff supported people with this.

Community professionals told us, "The home is clean, and the appropriate equipment is in place and used correctly."

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 were able to have private dining experiences with families and friends. The home had a range of external activities coming in such as dance classes and pet therapy. Some people whose passion was playing golf or horses were supported to play at a golf course or go to visit a local stable. Some people were part of a local club, and this club held meetings at the home.

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.

People had end of life plans in place. The home had involvement from the local hospice. Where people’s needs increased and the home was no longer able to meet their health and care needs, the management team worked alongside people and their families to find a suitable nursing home and supported them with the transition. One relative told us, how the home supported them with guidance around obtaining further funding in order to ensure their relatives needs could be met.