Hawthorn Court

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 service met people’s needs.At our last inspection we rated this key question requires improvement. At this inspection the rating has changed to good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff 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. A relative commented, “We have reviewed [Name]’s care plan, it was accurate.” Care records were detailed and provided staff with information of how people wished to be supported. This included information about people's likes and dislikes, things of importance to them to assist with person-centred care. People’s comments included, “I understand staff, they certainly understand me, and what I need” and “I think staff know me. They always come in about 08:30am and bring me a cup of tea.” However, improvements were needed to staff interaction with people to ensure more person-centred care, so staff engaged with people at other times and not just when they were providing personal care and support. A person commented, “Staff do not pop in and chat, not as a rule, some do but this is mostly at night.” The manager told us this would be addressed.

The provider had a proactive and positive culture of safety, based on openness and honesty. Management listened to concerns about safety and investigated and reported safety events. A staff member told us, “All incidents are reported and reviewed. Staff are very good at reporting.” Lessons were learnt to continually identify and embed good practice. People received safe care because staff learned from safety alerts and incidents. Any incidents about people's safety were discussed with staff in a timely way, with action taken to mitigate further risks.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The service advertised that it could supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs. However, people did not always have information in formats to suit them, for example, when choosing meals or activities for the day. We discussed the use of pictorial menus and an accessible activity programme to be advertised in larger accessible font, so people were kept informed on a daily/weekly basis. The manager told us this would be addressed.

The manager made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result. People told us staff listened to their views and acted on feedback. Peoples’ and relatives’ comments included, “I get up when I want and go to bed when I want. Everyday staff ask you what you want to eat” “We are kept informed” and “I feel involved.” People and their relatives knew how to voice their opinions or raise complaints and felt free to do so. Their comments included, “I have no complaints” and “I am happy with the care, but know who to speak with if I needed to.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.People's care records showed they had access to care, support and referrals were made for treatment when they needed it. A care professional told us, “Staff are quick to refer to other professionals, such as dieticians, speech and language etc.”Care records included information around people's sensory and communication needs.

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. Care plans included information around people’s identity, things which were important to them, their wishes and relationships they wanted to maintain.

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’s wishes to remain at the home were respected when they neared the end of their life. Advanced care plans that were in place contained people’s plans for the future and if they wished to be transferred to hospital if their health deteriorated. Information was available about people's religion and cultural preferences if this support was required. A relative commented, “Staff tell us about changes and we have discussed the future.”