Hazel Homes for Autism

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 provider met people’s needs.

At our last assessment, we rated this key question good. At this assessment, 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.

The provider 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.

People received care and support from staff focussed on their individual needs. Their records reflected their choices and preferences which helped staff deliver the care and support people wanted. Staff told us how they supported people day to day to do activities of their choosing. A staff member told us, “When we go out depends on how [person using the service] is feeling…we will go for a walk and when we go past the shop they will ask to go in and ask for a bar of chocolate or maybe a drink. We go for walks, go to the library as they like going there as they like the environment and holding the books. They like the drive to the shops and to the allotment. [Person] will sometimes go to the community disco as they like to dance.”

Managers undertook reviews of people’s care and support needs. When changes to planned care were required, these were made promptly, and staff were updated with the most current information about people and their needs.

The provider 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 had different needs, and managers made sure their care and support were planned to meet these needs. Staff understood each person’s needs and gave flexible support in a way that suited them and respected their choices. They worked closely with healthcare professionals to make sure people received joined-up, consistent care and support.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were assessed and recorded in their care records. Staff understood people’s communication needs and provided information in a way people could understand. Information was available to people in formats tailored to their needs. For example, there was easy to read, pictorial information informing people about their rights and how they would be supported to make a complaint and how to raise a safeguarding concern.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support.

Managers were responsive to feedback, listened and made changes when needed. A relative told us, “They let me take the time to talk to them and they find solutions and they reassure me. They respect me.”

Arrangements were in place to investigate complaints about the service. The provider’s complaint policy and procedure set out how any complaints would be dealt with and what people could do if they were dissatisfied with the service’s response.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People received care and support at the times of their choosing. People’s daily routines and activities were planned based on their choices, preferences and needs, and they chose when and how they did things. Staff accommodated any changes people wanted to the care and support planned for them.

Managers reviewed people’s care needs to make sure care and support was provided to them when and how they wanted, in line with their choices and preferences.

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.

Staff understood people’s right to receive care and support that met their individual needs. A staff member told us, “When we are providing care we make sure this is the same for everyone so that it’s fair.” The registered manager said, “Our policies and procedures focus on equality and diversity, and we discuss these with staff and talk through them and test their learning…staff are good at reporting behaviours and practice that don’t meet standards.”

People’s records contained information about their individual needs including those related to their protected characteristics. These are categories protected by law from discrimination. People’s care and support had been planned to ensure these needs could be met. People’s specific dietary needs were met, and their religious and cultural beliefs were respected.

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.

At the time of this assessment, none of the people using the service required support for making decisions about their future, specifically for arrangements they wanted in place at the end of their life. However, managers were suitably experienced and knowledgeable about how to obtain information about people’s individual needs and their wishes for the care they might wish to receive and the resources and support that needed to be put in place to ensure these would be met.