Haddon 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. 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. We found care plans contained personalised information about people which included their life history, interests and people who were important to them. Staff demonstrated how they knew people well, we observed staff to be engaging with people and spending time listening to people and engaging in activities. Staff understood the importance of providing care in a person-centred way. One staff member told us, “Everyone is an individual, I get to know people and understand them.” We observed many examples of person centred care during our inspection, it was evident staff knew people well and supported their choices.

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. Staff worked with external professionals to ensure people’s health and wellbeing needs were met. We found prompt action had been taken when people’s needs had changed, appropriate referrals had been made to ensure people had access to services that could provide further support to them. People’s care plans detailed their communication needs and the support they required, this information was regularly reviewed and updated.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans clearly detailed their individual communication needs and the support they required, this information was regularly reviewed and updated. Key information was also found throughout the service with important information displayed on how people could provide feedback of their experiences at Haddon House Care Home.

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 had regular opportunities to share feedback about the service. We found that resident, staff, and relatives’ meetings were held consistently, and our review of meeting minutes showed that suggestions raised were acted upon. Relatives told us they felt involved in their family member’s care and were aware of how to raise a complaint if needed. One relative said, “[Staff] always ask my opinion on how to go about things.” Another relative commented on how responsive and communicative the registered manager was.

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff understood their responsibilities to people received an equitable service and had received training in equality, diversity and human rights. The provider had systems in place to ensure people received support from external agencies when they needed. For example, the service worked with a speech and language therapist when this had been required. We found the service to be accessible to all, we observed people actively enjoying the outdoor space, including the garden areas, they told us how this supported their wellbeing.

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’s rights were protected, care and support was provided in a person centred way which respected people’s differences and choices. People’s care plans detailed information such as their religious views and relationships that were important to them. We found the service worked with people to ensure these needs were met.

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. The provider ensured people’s future wishes were recorded in their care plans. Staff had completed end of life and palliative care training. The service had received many compliments about the care that staff had provided, these included compliments from relatives following the care and support their family members had received at the end of their lives.