Hardwick Dene

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives spoke positively about the care provided by staff. Relatives described staff as caring, kind and compassionate. People told us staff treated them with dignity and respect and took time to get to know them well.

We observed positive interactions between staff and people living at the service. Staff spoke respectfully to people and offered support and reassurance in a warm and caring manner.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Relatives told us staff knew people well and understood their individual needs, preferences and routines. Feedback demonstrated staff had developed positive relationships with people and understood what was important to them.

People's rooms contained personal items, photographs and possessions that reflected their individual preferences and histories. This helped to create a personalised environment and promoted people's sense of identity and wellbeing.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make choices about their day-to-day lives. Relatives told us staff respected people's preferences and supported them to maintain independence wherever possible.

One relative described how staff supported their family member to spend time outdoors and continue participating in activities they enjoyed. This helped people maintain choice, independence and control over aspects of their daily lives.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

People did not always receive support in a timely way. Some people required regular observations and checks to help keep them safe and monitor their wellbeing. However, records did not always demonstrate these checks had been completed at the required intervals.

People raised concerns about the availability of support during the night. This reduced assurance that people consistently received timely support and monitoring when they needed it and that changes in their wellbeing would always be identified promptly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working at the service and described a supportive working environment. Staff told us they enjoyed their roles and felt valued by their colleagues and managers. One staff member described the home as a positive place to work and said they enjoyed supporting the people living there.

Staff told us they felt able to approach managers for advice and support when needed. They said managers were visible within the service and listened to their views and concerns. This helped create a positive working culture and supported staff to deliver person-centred care.