Hazelcare Head Office

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 service type of supported living. 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.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
Staff appeared to know people well and we observed positive interactions between people and staff.
People and relatives told us staff treated them well. People’s comments included, “I want to thank staff for the marvellous job they are doing in supporting me” and “Staff are nice.”
A relative told us, “Yes staff are kind and caring, [person] likes the staff, they would tell me if they didn’t.”
People told us staff respected their privacy. Comments included, “I can lock my room if I like” and “They tap on the door and see if you are ok.”
 

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 treated as individuals; their support needs were assessed when they moved into the service. People had care plans which recorded the support they required to meet their values and any identified spiritual, religious or cultural needs.
People were observed to feel comfortable in the presence of staff supporting them.
A relative told us, “They [person] need a specific type of person to support them, they changed some staff who didn’t meet their needs, it is all good now.”
People’s flats and bedrooms were individualised and contained personal possessions.
Staff were knowledgeable about people and their needs. Staff shared examples of when people may need more emotional support and how this was provided. Care notes also recorded support staff gave to people to support their wellbeing.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff encouraged people to have choice and control over their own routines and support, and to be as independent as they could. One staff member told us, “I respect when someone prefers to try tasks independently, offering support only when requested or needed. This approach helps maintain dignity, independence, and a sense of ownership over their own lives.”
People were able to choose to take part in activities which were meaningful to them. Some people went out into the community independently and others were supported by staff.
People told us they could choose how they spent their time, Comments included, “I have free roam to do what I want within reason” and “I go bowling, to the movies and out for lunch.”
People were supported to maintain relationships with people important to them, when they wished to. People’s comments included, “I go and see my mum and dad on weekends” and “My brother comes and takes me out.
 

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.
People were observed to be able to seek staff support when they wanted it and staff provided this support.
Some people had positive behaviour support plans which directed staff on actions to take in different risk situations. Relatives were positive about the support staff gave to people when they were distressed. One relative told us, “They (staff) contact me when they are upset, staff have phoned us to help calm them down, it is really positive.”
Where people may not verbally tell you how they were feeling or if they were in distress or pain, care plans contained information about how people communicated their needs, including through body language and explained how staff should respond.
Staff had reported concerns about 1 person's safety to the police when their whereabouts were unknown and there were concerns about their welfare.
Staff demonstrated an understanding of people’s needs. They recorded and reported any changes or concerns to senior staff so appropriate action could be taken.
 

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.
Staff wellbeing was promoted through regular supervision and annual appraisals. This provided structured opportunities to reflect on practice, discuss challenges, and receive emotional and professional support.
The provider employed a human resources manager who provided drop-in support sessions for staff. Staff felt supported and valued by their leaders and colleagues. Staff comments included, “Our HR manager checked in with me and provided emotional support, which helped me return to work confidently” and “There is always a manager or colleague available to offer guidance, advice, or assistance whenever required. This supportive and approachable culture has created a positive working environment where I feel valued and confident in carrying out my responsibilities.”