Hesslewood House 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 under a new provider. 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.

People’s care plans were produced in conjunction with them and were highly detailed. People had full access to these, should they wish. Relatives were regularly involved, where appropriate, and were listened to by staff. The service responded to any changes in people’s needs and worked with people and relatives to ensure care was delivered in the most person-centred way. One relative told us, “It’s nice to be able to participate with [person]. They (staff) have listened when we said they were struggling with hard food. They are ensuring [person] has other food, they’ve spoken to the chef.” Another relative said, “The carers are good and there are no problems at all. [Person] is always clean but they do have fragile skin, but they turn [person], they raise their legs if they are uncomfortable, they give [person] a pillow and change their position. The carers go above and beyond, they are all brilliant.”

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 service worked flexibly with people, relatives and partner organisations to ensure people received the best care for them. For example, identifying, arranging and supporting visits to opticians, and arranging visits from dentists and chiropodists. The service had identified one person needed additional support and had sought and gained funding to provide them with this within Hesslewood House. This ensured the safety of the person and others living at the home.

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

People, and their relatives where appropriate, received information in a way they could understand. The service ensured people’s personal information was kept securely. The service worked to the requirements of the Accessible Information Standard by identifying, recording, and sharing the information and communication needs of people. One relative said, “If the slightest thing happens, I’m immediately called. I can choose whether to come in or leave it to them.”

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 understood how to make a complaint and told us they would feel comfortable in doing so. However, the service had not had any complaints for over 18 months. Regular ‘residents and relatives’ meetings took place where people were able to have involvement in the day to day running of the home. Feedback forms were assessed on a monthly basis and used to update ‘you said, we did’ boards throughout the home. People completed a daily dining experience feedback form which was used to check people’s preferences and make improvements where needed.

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

There was equity for people when accessing the service and where people needed support to attend appointments or in an emergency.

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.

There was equity for people in their experiences and outcomes. People were not discriminated against.

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 were supported to meet their goals and aspirations. For example, receiving support to meet their rehabilitation and return to their own home. People were supported to plan for their end-of-life care and received the care they wished at that time.