Hawthorn Court

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 service involved people and treated them with compassion, kindness, dignity and respect.At our last inspection we rated this key question good. At this inspection 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.

Staff always treated people with kindness, empathy and compassion and respected their privacy and dignity. People and relative’s comments included, “The staff are spot on”, “Staff are so helpful”, “I feel safe and happy” and “I like the staff, they are homely people they look after you well.” Staff treated colleagues from other organisations with kindness and respect. Health care professionals’ comments included, “I have always found the staff to be welcoming and helpful” and “Staff are always approachable.”

Staff 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. Staff had received training in equality and diversity to emphasise the importance of treating people as unique individuals with different and diverse needs.

Staff at the service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being.People's independence was promoted, and they chose how they spent their time. Peoples’ comments included, “Staff make sure I have got my walker” and “I am trying to do things for myself. I manage to wash myself and straighten the bed.” There was a varied programme of activities and entertainment. However, we observed people sat asleep or unoccupied and did not have the opportunity to be stimulated or take part in activities, if they wished. We received mixed feedback about the activities and entertainment. Peoples’ and relatives’ comments included, “Usually three people can go on trips, I have been to Whitley Bay”, “[Name] does everything, dominoes, keep fit, dancing, talks and they have singers.” We discussed our observations and the feedback with the manager who told us it would be addressed.

Staff listened to and understood people’s needs, views and wishes. Staff worked calmly and responded to people’s needs, and acted to minimise any discomfort, concern or distress. Peoples’ and relatives’ comments included, “All you need to do is ask and they [staff] do it” and “[Name] gets support when they need it."

The provider cared about and promoted the well-being of their staff and supported and enabled staff to always deliver person-centred care.Staff had access to policies relating to promoting and ensuring their well-being. Staff told us they felt valued and supported by the management team. They all commented they were encouraged to voice their opinions, ideas and suggestions. Their comments included, “I love coming to work”, “I enjoy work”, “I think kindness is shown, I feel valued”, “I feel cared about as an employee” and “HC-1 have a kindness in care award and staff are nominated for it.”