Hammerwich Hall Care Home

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

Caring – 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 provider at 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 provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People received care from a staff team who clearly cared about them and demonstrated kindness and compassion in their everyday interactions. Staff took time to get to know people and supported them in a personalised and thoughtful way.

People and their relatives were very complimentary about the care provided. They told us staff were attentive, understanding, and consistently went out of their way to support people in ways that felt meaningful and individual to them. Comments we received included, “Before you say anything to me, I will tell you that you will never find a better home”, “The staff are very kind and helpful and always ask me if I need anything” and “I see how patient they [staff] are with [relative’s name] and they [staff] have so much empathy which is lovely.”

People also told us they were treated with dignity and had their privacy respected. One person said, “Staff come and help me with a shave and a bit of personal care each morning which helps. They do knock before they come into the room and help and do respect my privacy – I am where I need to be.” During our two‑day on‑site inspection, we observed examples of staff knocking on people’s doors before entering and speaking quietly and respectfully when offering support with personal care. These interactions showed a strong culture of respect and sensitivity within the service.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were asked about their needs, wishes, and preferences, including information relating to protected characteristics. This helped staff tailor support so that care was genuinely individualised and reflective of what mattered most to each person.

Care plans showed people were asked about aspects such as sexuality, religion, cultural background, and other personal preferences. Where people expressed specific needs linked to these characteristics, this was clearly documented. Staff ensured support was provided in a way that respected and upheld people’s identities, values, and personal choices.

This approach helped ensure people received care that recognised them as individuals and promoted inclusion, dignity, and respect.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff recognised where people could do things for themselves and encouraged them to maintain their independence as much as possible. Support was provided in a way that promoted people’s abilities and confidence, rather than doing tasks for them unnecessarily. One person said, “The staff help me to be as independent as possible- if I don’t use it, I lose it.”

People were asked for their consent before receiving support. Where individuals were unable to give informed consent and decisions were made in their best interests, staff still made every effort to involve them. Staff explained what they were doing, offered reassurance, and ensured people understood as much as possible about the support being provided. This approach helped people retain a sense of control and dignity in their daily lives.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff knew people well and care records clearly documented their needs, preferences, and routines, so staff were able to respond in a timely and effective way. This ensured people consistently received support that met their needs and reflected what was important to them.

People had access to call pendants which they could wear on their person to request assistance when needed. Most people told us there could occasionally be a short wait, but nothing that caused concern. They said staff always arrived to support them and responded reliably when help was requested.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The provider and management team were supportive of their staff and ensured they received the guidance and assistance needed to maintain their wellbeing. This focus on staff welfare helped create a positive working environment and contributed to the delivery of effective, high‑quality support for people.

Staff told us they felt well supported by both their colleagues and the leadership team. One staff member said, “I have been to a lot of places this isexceptional. There isteamwork here.” Another member of staff said, “We are all like a little family- we all care about each other.” This was reflected in the strong teamwork we observed, with staff working collaboratively and communicating well to ensure people’s needs were met consistently and safely.