You are here

Inspection Summary

Overall summary & rating


Updated 20 December 2019

About the service:

Hatzfeld House is a residential care home providing personal care for up to 42 people. Some of the people living at this home were living with dementia. At the time of the inspection 32 people were living at this home.

People’s experience of using this service:

The risks to people’s health and safety were assessed and used to reduce risk. Most risk assessments reflected people’s needs. The registered manager acted quickly when we raised concerns about certain parts of the environment. These actions made people safer. People felt safe when staff supported them.

Staff understood how to act if they suspected people could be the victim of abuse. There were enough staff to keep people safe. People’s medicines were managed, administered and stored safely. The home was clean and tidy, although some cleaning schedules had not been completed. Staff learned from mistakes to ensure people received safe care and support.

People’s needs were assessed in line with current best practice guidelines. Staff were well trained and felt supported by the registered manager to carry out their role effectively. People were given the support they needed to make healthy food choices. People had access to other health and social care agencies and professionals. People were supported to make decisions about their own health, such as deciding to quit smoking. People lived in an environment that was adapted and suitable for their needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were cared for by staff who were kind and caring and understood what was important to them. People were treated with dignity and respect by staff; although, some of the language used by staff to describe people was not dignified. Staff excelled at supporting people with their diverse needs and choice; people’s views were respected and acted on. People were supported to make decisions about their care needs and staff respected their wishes. People’s records were stored securely to protect their privacy.

People were provided with person-centred care and were encouraged and empowered to make decisions about their own lives. Independence was encouraged and staff understood what support people needed with their personal care. People were supported to maintain relationships with friends and family and to meet people from their local community. This helped to reduce the risk of social isolation.

People had access to information in a format they could understand. This included in languages other than English where required. Complaints were handled appropriately and in-line with the provider’s complaints policy. People did not currently receive end of life care. People were supported to make decisions about the end of their life.

The home was managed by a caring and dedicated registered manager who always put the experiences of people and staff first. People lived in homely environment that was welcoming and calm. All staff understood their roles and how they contributed to the success of the home. Person-centred care was at the heart of everything staff did. Staff enjoyed their role and felt their views mattered. People’s views were welcomed and valued, and action was taken to address any concerns. Quality assurance processes were in place to continually assess the standard of the care provided.

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

Rating at last inspection: The last rating for this service was Outstanding. (Published 11 May 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect soone

Inspection areas



Updated 20 December 2019

The service was safe.

Details are in our Safe findings below.



Updated 20 December 2019

The service was effective.

Details are in our effective findings below.



Updated 20 December 2019

The service was caring.

Details are in our caring findings below.



Updated 20 December 2019

The service was responsive.

Details are in our responsive findings below.



Updated 20 December 2019

The service was well-led.

Details are in our well-led findings below