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Inspection Summary

Overall summary & rating


Updated 1 May 2021

About the service

Hawthorne House is a residential care home providing personal and nursing care to up to 102 adults across seven separate wings. People living at Hawthorne House have various needs which include dementia, physical disabilities, mental health needs and rehabilitation for acquired brain injuries. Each of the wings is adapted to meet the needs of the people living there. At the time of our inspection there were 72 people were living at the service.

People’s experience of using this service and what we found

People felt safe living at Hawthorne House and relatives told us improvements had been made since our last inspection. Risks to people's health and well-being had been identified and assessed. However, we identified that locks in two cabinets which contained powder to thicken fluids were not effective and the rubber feet of three walking frames were worn which could increase the risk of falls. The registered manager arranged for these to be corrected immediately. Care records contained guidance to inform staff how to manage risks to keep people safe.

There were enough staff to support people safely and staff knew about people’s individual risks and how to minimise these. There was a robust recruitment procedure which prevented unsuitable staff from working with vulnerable adults.

People received their medicines as prescribed. Medicines were ordered, stored, administered and disposed of safely. Good infection prevention and control processes were followed.

People's needs, and preferences had been assessed before they moved into the service. People’s care and support was planned in partnership with them, those closest to them and appropriate health professionals. Records showed referrals had been made to other healthcare professionals when necessary to ensure people remained well.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People had enough to eat and drink and gave positive feedback about the food. Guidance was provided in care plans for staff about how to encourage people to maintain a healthy diet and their nutritional needs had been assessed.

Staff received training relevant to their roles and people told us staff were kind and treated them with respect. Staff told us they took pleasure in their role and enjoyed working at the service. We saw warm and friendly interactions between people and staff, and there was a friendly atmosphere within the service.

Following our last inspection in March 2020 the previous manager left the service and the new manager took over management of the service in April 2020. The new manager is referred to throughout the report as the registered manager.

The registered manager completed regular checks to ensure the service was meeting their legal requirements. This included checks on the environment, people’s health care and the quality of care provided. Where improvements were identified, action had been taken or was planned. People knew how to complain and were confident they would be listened too. People, relatives, staff and health professionals provided positive feedback about the management of the service.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was Inadequate (13 May 2020) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. The registered manager and provider attended regular meetings with an CQC inspector to monitor the actions they took to make improvement. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

This service has been in Special Measures since 13 May 2020. During this ins

Inspection areas


Requires improvement

Updated 1 May 2021

The service was not always safe.

Details are in our safe findings below.



Updated 1 May 2021

The service was effective.

Details are in our effective findings below.



Updated 1 May 2021

The service was caring.

Details are in our caring findings below.



Updated 1 May 2021

The service was responsive.

Details are in our responsive findings below



Updated 1 May 2021

The service was well-led

Details are in our well-led findings below