Hawksbury House

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 the last inspection we rated this key question good. At the last inspection we rated this key question good. At this inspection the rating has remained 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.

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. The care records were written in a very person-centred manner and the registered manager worked with staff to ensure they always provided sufficient detail about how to deliver people’s care and support. These were regularly reviewed to make sure they continued to accurately reflect people’s needs and wishes.

Staff understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they were asked about their preferences and felt their views were respected. Professionals reported improvements in communication following changes to GP ward rounds and the appointment of permanent staff, which supported safer care. A relative said, “We have no issues at all and find her needs are met in every way.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in a variety of formats and ways they could understand. Care staff told us they had information about and understood people’s communication needs. Relatives valued meetings and email updates, saying these gave “an insight into how the service works.”

The provider and management team enabled people to share feedback and ideas, or raise complaints about their care, treatment and support. They made it easy for people to share feedback and ideas. People and relatives said staff listened to them and acted on concerns. They felt comfortable discussing any aspects of the running of the service with staff. People’s individual communication styles were respected, and they felt involved in care planning. Staff feedback highlighted that suggestions for improvement were considered and acted upon. There was a strong culture of openness, and people described staff as approachable and responsive. One relative said, “Any problems or concerns I have I raise immediately, and they are dealt with immediately.” When people raised a complaint, the registered manager appropriately responded and resolved them.”

Staff made sure that people could access the care, support and treatment they needed when they needed it. Staff worked to accommodate individual preferences, such as meal choices and adapted activities. staff fully understood people’s needs and how they were to work with people. The multidisciplinary team visited weekly and ensured people received care and treatment in a timely manner.

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. For example, staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered manager ensured peoples’ social and healthcare needs were fully considered and met. Relatives expressed confidence in the service, saying their loved ones were happy and their needs 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. Staff understood how to deliver care at the end of their life and had completed a variety of training to ensure they had the skills needed to meet both the care of people nearing the end of their life and those with complex healthcare needs. A relative said, “[Person] is happy there and more importantly safe. She is well looked after. The staff are lovely from management to housekeeping all are happy helpful and friendly.”