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Hazeldene House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 9 July 2019

About the service:

Hazeldene House is a domiciliary care service and a care home. A domiciliary care agency provides personal care to people living in their own homes. Under this arrangement people's care and housing are provided under separate contractual agreements .

Hazeldene House is registered to provide accommodation, nursing and personal care for 75 people. It can accommodate older people and people who live with dementia. It can also provide care for people who need support to maintain their mental health and/or who have physical adaptive needs .

There were 62 people living in the service at the time of our inspection. 52 people who were living in the service at the time of our inspection had rented their accommodation in Hazeldene House. All these people received their nursing and personal care from members of staff employed by Hazeldene House Limited who was the registered provider .

Ten people received both their accommodation and care as part of a single package that was also delivered by the registered provider. Each person who lived in the service had their own bedroom with a private bathroom.

People’s experience of using this service:

People told us that they feel that Hazeldene House is in a "much better" place. People and relatives felt they were being listened too and were confident any concerns would be addressed.

Some people did not receive safe care and treatment in line with national guidance from nurses and care staff.

Staff had not always received or had kept up to date with training needed to support people's needs.

There were enough nurses and care staff on duty to meet people’s needs.

Medicine administration was not always recorded correctly. We made a recommendation about this.

People were safeguarded from the risk of abuse.

Lessons had been learnt when things had gone wrong. Falls within the service had reduced.

People and their relatives were consulted about the care provided and their consent had been obtained.

Nurses and care staff were courteous and polite and confidential information was kept private.

Equality and diversity was promoted and people were supported to pursue their hobbies and interests.

There were robust arrangements to manage complaints.

People were treated with compassion at the end of their lives and supported to have a pain-free death.

People and their relatives had been consulted about the development of the service and quality checks had been completed.

The service met the standard of Good in Caring and Requires Improvement in all other areas. There were two breaches of regulation.

Rating at last inspection:

At the previous inspection (published on 2 January 2019) the service was rated as Inadequate and placed into special measures.

Why we inspected:

This was a planned inspection based on the previous rating. At the time of this inspection we were aware of incidents that were still being investigated by third parties.

Follow up:

The overall rating for this service is Requires Improvement. This means we will keep the service under review and we will re-inspect within 12 months to check for improvements.

This service has been in Special Measures. Services that are in special measure are kept under review and inspected again within six months. We expect services to make significant improvements within this time frame. During this inspection, the service demonstrated to us that improvements had been made an is no longer an inadequate service overall or in any of the key questions. Therefore, the service is now out of Special Measures.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 9 July 2019

The service was not always Safe.

Details are in our Safe findings below.


Requires improvement

Updated 9 July 2019

The service was not always Effective.

Details are in our Effective findings below.



Updated 9 July 2019

The service was Caring.

Details are in our Caring findings below.


Requires improvement

Updated 9 July 2019

The service was not always responsive.

Details are in our Responsive findings below.


Requires improvement

Updated 9 July 2019

The service was not always Well-led.

Details are in our Well Led findings below.