Hatzfeld House

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 assessment we rated this key question good. At this assessment the rating has remained good.

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.

Care was person-centred. People’s care and treatment needs were at the centre of the home, and choices were decided in partnership with people and how to respond to people’s individual needs.

Staff were person centred in their delivery of care to people and respected people’s choices and their protected characteristics. On staff member told us, “I love it here, it gives me fulfilment making residents happy.” Relatives confirmed staff understood people’s needs and care was person-centred.

Care needs were documented comprehensively with focus on people’s needs and preferences in relation to care plans and risk assessments. Care plans included information about people’s life history and detailed what was important to them. People were empowered to make their own decisions about their care where they were able to; care plans included individual’s desired outcomes, which detailed specific person outcomes people wished to achieve. For example, going to White Post Farm and expressing a wish for a bigger bedroom. People were an integral part of the care planning process and their needs were met through leaders and staff assessing people’s needs and wishes through collaboration and continuously being responsive to people’s needs.

We observed positive interactions between people and staff which demonstrated person-centred care was embedded into the culture of the home to ensure people’s wishes were at the heart of the service.

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

People experienced continuity of care, which was embedded into the home because there was a consistent staff team who knew people well. A keyworker system and ‘resident of the day’ was in place, for staff to have enhanced focus on people’s needs and outcomes, ensuring they were regularly reviewed and updated. Staff found this beneficial for people’s continuity of care. One staff member told us, “With the key worker system we get to know people really well.”

Care plans reflected support from relatives and other services. One relative told us, “It is a shared decision-making process including social services. They do an annual review, and I am involved in it. I regularly get a copy of his care plan. I am happy with this.”

Staff received specific training in relation to people’s specific health. For example, Dementia and Mental Health Awareness. The team worked proactively with external professionals, such as the district nursing team and mental health team, to ensure care provision was holistic and people received specific support in relation to their clinical health needs. This was evidenced in care records which showed regular input form GPs and multidisciplinary teams.

Staff communicated effectively within the team, with families and professionals, ensuring changes in care were shared promptly; this allowed people to experience smooth transitions and integrated care.

People were supported to integrate in the community and frequent trips were organised to visit several community-led places, for example, the local library, coffee shop, church and community centre.

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

People and their relatives were kept updated about people’s care and any changes that people experienced. Relatives told us, “They don’t hide anything away if something has happened – they inform you”, “They always ring and let me know straight away…”, and “They keep on top of it. I get a notification from the GP, and the home keeps me informed.”

Policies were in place in line with current best practice guidance to ensure up-to-date information was available to support people appropriately.

Information was shared in accessible ways to meet people’s diverse needs. For example, we saw information made available to people in easy read formats such as booklets on specific health conditions, signage throughout the home and the service user guide. Staff understood their responsibility in relation to confidentiality and compliance with the data protection regulations and they completed training in these areas.

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 and told them what had changed as a result.

People, staff and relatives felt confident and open to raise any concerns about the service and the provider promoted an open culture in relation to raising concerns. The service sought feedback through surveys, meetings, and engaging conversations. We saw posters displayed around the home of who to contact should anyone want to report a concern and suggestion boxes were in place, which were easily visible in accessible formats for people to share feedback. Relatives regularly had the opportunity to share feedback on the service through questionnaires.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Care plan records were reviewed regularly, and timely referrals were competed to health care professionals when further clinical input and support was required. For example, one person who was experiencing an increase in falls was referred to the community falls team for an assessment. People were supported with their oral health and for those who could not travel to see a dentist, a mobile dentist was arranged to visit the home to meet people’s oral health needs. Relatives told us staff were responsive in supporting people with external support; relatives comments included, “They keep on top of it” and “Yes they see to all their medical needs and [person] can see a dentist.”

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 supported to live their lives and staff respected people’s lifestyle choices and religious beliefs. Staff demonstrated a good awareness of people’s protected characteristics and care was tailored accordingly. Cultural and religious needs were taken into consideration when planning events and activities. For example, people who wished to attend church were supported to do so regularly.

The provider ensured there was a vast range of social events and health information workshops to ensure people had the opportunity to be involved where they chose to. For example, the provider organised workshops on breast cancer awareness, ADHD (Attention Deficit Hyperactivity Disorder) Awareness and eye care along with social events such as, poetry clubs, independent cooking sessions and a Caribbean tea party. Social events and activities ongoingly reviewed to be in line with people’s choices and characteristics. Staff were trained in Equality and Diversity, and we observed practice to be respectful and equitable.

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.

Staff supported people to express their wishes in relation to end of life care preferences. Care plans evidenced end of life care plans which included detailed information on people’s individual wishes, for those who did not wish to discuss this, their decision was respected and recorded accordingly.

Staff received training in end-of-life care and staff genuinely cared about ensuring people’s wishes were acted upon. We saw staff had produced an order of service and bought a new outfit for someone who had recently passed at the service to help support the person’s family and their wishes.