Hayward Care Centre

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.

We observed staff supporting people in a caring way. Staff were respectful and gave people time to communicate. People told us they thought staff were kind and compassionate. Comments from people included, “Staff treat me very well, they are really helpful, and they are very good. They are polite and can’t help you enough”, “The staff are very nice and kind, they will do anything for me” and “They [staff] treat me very well indeed, they are lovely and kind, nothing is too much trouble.”

We found 1 instance where a person did not have privacy screen film attached to their window. This meant people from another room could look into their room. Whilst the person did have curtains on their window, this person spent time in bed and could be overlooked if they wanted their curtains open. We raised this with leaders during our site visit. They confirmed they would address this without delay.

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We found for 1 person with specific needs their care and support did not take into account their abilities, preferences and potential goals in life. They did not have any goals recorded in their care records, so it was not evident what their care and support was aiming for. Additionally, this person did not consistently take part in activities they were known to enjoy. For example, access to water-based activities had been limited. Staff had not supported this person to access their local community and enjoy getting to know their new location in line with statutory guidance. This meant this person had not had the same opportunity to lead a fulfilling life as others at the service.

For other people we found staff were providing care and support appropriate to people’s likes and dislikes. People were able to access activities for their known hobbies, interests and faith. One person told us, “[Staff] always ask about what you like and don’t like, they get to know me well. I have my [newspaper] delivered every day, they know I want that.” Another person said, “Once a month there is a church here. Two ladies come and take the service and give me communion. That is very important because I was brought up to it.”

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

People could have visits from friends and relatives with no restrictions. People told us staff promoted their independence and provided support when needed. Comments from people included, “I am very independent and don’t need help. I know they [staff] would be there if I did” and “I am as independent as I can be. I can choose what I want to do, get up and go to bed when I like. I can go out in the garden If I want.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We observed staff working with people in a caring way. Staff responded to people’s anxieties or distress and knew their needs well. People and relatives were very complimentary about the staff approach and felt staff knew how to work with people compassionately. Comments from relatives included, “The carers are brilliant”, “I can’t fault the carers, they absolutely love the people they are looking after” and “Sometimes [person] refuses to wash, so staff leave and go back later, then [person] usually lets them do what they need to.”

The registered manager told us staff had access to additional support and guidance from the providers specialist dementia nurse. Where people were frequently experiencing distress staff could seek advice on support to provide.

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

The provider had a range of support packages for staff to access if needed. For example, there was a free and confidential helpline for staff to use to seek advice and access counselling. Additionally, there were benefits available such as shopping discounts and there was an employee of the month scheme. Employees could be nominated by people, relatives and other staff to win a prize.

If staff needed reasonable adjustments these could be discussed with leaders and were considered to help staff stay in work. The registered manager told us workforce wellbeing was a priority for them and recognised the importance of staff being well treated. They said, “At this service we have pushed respecting each other. We provide good care, but we need to look after our colleagues, empowering each other.” Leaders had organised wellbeing events at the service for staff including an afternoon of hand massages and a BBQ.