Harlow Hall

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 service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices. However, they worked in partnership with people, to decide how to respond to any relevant changes in people’s needs. People and their relatives were generally happy with the care people received and said staff spoke to them and asked questions regarding their support needs. However, they were unaware or had not been able to view their care plans. All the people we asked about their care plan, and most of their relatives, told us they did not have a care plan in place. One relative told us they had requested to see the care plan, but this had not been provided to date. Although we found care plans contained sufficient, personalised information, which had been discussed with people, plans may have been enhanced if people and their relatives were able to review and comment on them.

People’s rooms contained their own items such as pictures, small items of furniture and ornaments which were important to them and helped them to feel at home. We observed people were provided with choices throughout the day such as what they wished to eat and where they spent their time.

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. The provider worked alongside health and social care professionals to provide people’s care in a holistic way. The registered manager confirmed their understanding of how the service could support the needs of the local area and the resources available to them. They felt the need to refer to local services for support had reduced since changes were being made to the assessment process and decision regarding the types of needs the service could support had been made.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People told us information was presented in a way they understood. One person said, “I always understand. It can be difficult if they have an accent, but they make sure I’ve understood and they repeat themselves.” People’s communication needs were known to staff. People’s care records contained information regarding how staff should present information to people and how to assess their needs. For example, where people were unable to express themselves verbally, information regarding signs indicating the person was uncomfortable and how staff should respond was recorded. Staff were able to share this information and confirm how they assessed if people were experiencing pain.

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 told us they knew how to raise a concern, and any issues raised were responded to promptly. One person said, “‘I would go to the manager. He’s so kind to me and helpful.” One relative told us, “There’s been a couple of issues. It was discussed and it was resolved.” The provider had a complaints policy in place which provided information regarding how to raise a concern, how this would be reviewed and timescales for a response to be provided. Records showed that complaints were dealt with in line with the providers policy and apologies offered as required.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People received care and support in line with best practice. Recognised tools were used to monitor risks to people’s skin integrity, nutrition and hydration. This meant preventative action could be taken to minimise risks and keep people safe. People’s needs relating to how their food was prepared were known to staff were aware of relevant guidance regarding modified dietary needs to ensure this was done safely.

Staff and leaders actively listened to information about individuals at greater risk of unequal experiences or outcomes, and tailored care, support, and treatment to meet their specific needs.. People’s needs were reviewed monthly.. This involved staff from the care team, catering, activities, maintenance and the registered manager meeting with the person and maintaining a record of any discussions. This helped ensure any difficulties or barriers to people accessing the care they required could be identified.

The environment was accessible to all those living at Harlow Hall. There were lifts to all areas and clear signage to help people orient themselves. Adapted bathrooms were available for those who may require this.

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 lives. People’s wishes at the end of their life were discussed with them, and, where appropriate, their relatives. One relative told us the staff understood what their relative wanted and knew what to do. Care plans contained basic information regarding how people wanted to be supported at the end of their life, including any medicines prescribed to ensure they remained comfortable and pain free, who they wished to be contacted and any music or routines the person would wish to continue. Staff had received training in supporting people at the end of their life, with a number of staff members identified as End of Life Champions having undertaken an enhanced level of training.

Staff respected people’s friendships formed whilst living at Harlow Hall. We observed a staff member take time to read a letter to a person from a relative whose loved one had recently passed away. In addition to thanking the staff for the care provided, they also thanked the person for the support they had shown and their friendship. Staff read and discussed the letter with the person, which clearly meant a lot to them.