Hawley House

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

This means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 staff always treated people with kindness and compassion. The staff understood their responsibilities and fostered a professional working relationship with the people they supported. They understood the need to get to know people and build a rapport with them which they had achieved over time.

Families told us that staff were caring. One said, ‘They have been the best care agency I have had the pleasure of dealing with. [Relative] is so happy, and we feel they are caring, responsive to [relative’s] needs and are so respectful of their privacy and dignity.’

The provider treated people as individuals and made sure people’s care, support and treatment met their needs. Information about people’s wishes and preferences was recorded in their care plans. These detailed specific wishes about the things which were important to people such as the language they spoke and their choice of male or female staff to support them.

A family member told us, ‘My [relative] can have conversations in the language they understand and is supported by someone who is that bit older. This is really important to my [relative] as this has allowed them to form a connection and talk about shared interests.’

People had a choice about who provided their care and were aware they could go elsewhere if at any point they were not happy with the provider.

Staff told us how they made sure people had choices and felt in control. One told us, ‘We talk to the person, ask them questions such as, what they want to wear. We always explain what we are doing when we offer support to make them feel like they are in control of what we do.’

The provider listened to and understood people’s needs and were able to respond immediately to people’s needs and alert relatives to any concerns they had. A staff member told us how they work closely with families and share information and will inform relatives if they notice a change in a person’s health and wellbeing.

The provider promoted the wellbeing of their staff and ensured they had access to the support and training they needed to do their jobs. The staff told us they felt well supported and how they were able to talk to management at any time. A staff member told us the provider was happy to help people access as much training as they felt they needed and described the working environment as feeling like everyone was part of a good team. The provider told us about how they use incentives to reward the work of their staff and about how they value and appreciate the efforts staff make.