Hawley 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

This means we looked for evidence that the provider met people’s needs. This is the first assessment for this 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.

People received person centred care which met their needs and preferences. Families told us how the provider was flexible whenever the need arose to be able to meet the wishes of people using the service. The staff told us people are always at the centre of their care. A staff member said, ‘Whilst talking to them about their needs and wishes, a lot of what do is about companionship. It is about having conversations with people which is so important to them.’

Staff liaised with professional when families asked them to do so. They supported a person to attend a day centre, working alongside the staff from the day centre ensuring important information was passed back to family members.

The provider supplied information for families and people they supported in simple formats to help their understanding. The provider had staff who could speak in different languages which helped people who did not speak English. The organisation had a website that families and carers could access to find out more about services it provided.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Families told us that there was a constant dialogue between themselves and the provider which meant they always felt listened to. The provider told us they also regularly sought written feedback from families and staff, using the information to improve their service.

People could access the care and support that worked for them. The provider supported families to attend health and medical services when asked to do so which meant people always had the access they needed.

People had equity in their experiences and outcomes. Care plans reflected people’s wishes and their goals. Staff undertook training based on promoting people’s human rights.

The provider worked alongside people and their families to support future plans. Staff promoted people’s independence which allowed them to maintain their current living arrangements, remaining with the people they chose to live with.