Hawabu 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

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.

The person’s care was planned around their individual needs. Weekly discussions were held with them to support the planning for the week ahead and make decisions about how they wanted to spend their time. Checks carried out by the management team considered whether the person was fully involved in decisions about their care and support.

One staff member told us, “If a person’s needs change, we arrange online meetings so that information can be shared promptly with management. This ensures that any updates are communicated clearly and that everyone involved is aware of the changes. It helps maintain consistent communication and ensures the care plan is kept accurate and up to date.”

The person was encouraged through key working or wellbeing sessions to explore how they felt about the support they received from staff and whether any changes to their support were required. Where the person’s needs had changed, care plans were updated and communicated to staff to ensure the care provided remained current and relevant to their individual 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.

The management team shared how the staff team worked flexibly with other services and professionals to meet the person’s care and support needs. Records we viewed supported this.

Care plans contained information about how the person participated in all aspects of life which include involvement in hobbies and interests. Staff shared examples of how they encouraged the person to participate in activities and events that were important to them. The person told us, “Everything is beautiful here. I go out to town, shopping activities, go everywhere. Staff are accommodating and take me everywhere.”

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

The person was supported to access information according to their individual needs. Staff shared examples with us of how they ensured the person was fully supported to make decisions and be involved in their care by providing information in a way that worked for them. One staff member told us, “If a person has limited verbal understanding, we use a combination of verbal prompts and physical gestures to support their understanding. Staff may demonstrate actions using hand movements or model the task physically to help the young person process what is being asked.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. Staff involved people in decisions about their care and told them what had changed as a result.

Staff supported the person to express their views about their experiences. This was encouraged both directly with staff who supported the person as well as the management team. Staff were aware of the provider’s complaints process and told us they would adapt their approach to ensure the person felt safe when raising a concern. One staff member said, “I would ask the person whether they would prefer to speak directly with management or make a complaint anonymously. Depending on what they choose, I would then support them through the process of raising their concern in the way that feels most comfortable and safe for them.”

There was a system in place for the management of complaints, and we observed the person felt comfortable to raise concerns directly with the registered manager.

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

The provider ensured the person had access to services such as dentists, opticians, and specialist healthcare professionals. The person was supported by staff to ensure they had equal access to care and treatment. The staff team understood their responsibilities to be aware of discrimination and inequalities which could have an impact on the person when accessing care and support.

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.

The person was actively involved in their care and supported to express their views on how they felt about the support they received. Formal and informal processes were used to gather the person’s views on their experience and this meant action could be taken quickly where they were dissatisfied with their experience. Records showed outcomes were discussed and recorded as part of key working sessions and any barriers to support were identified and explored through discussion.

A staff member described how they gained valuable information from the person about how they wished to receive their care from regular key worker sessions. They told us how they used this information to improve the person’s experiences of care which promoted positive outcomes for them.

The registered manager understood their legal responsibilities in relation to equality and human rights, including discrimination, protected characteristics.

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.

Staff regularly discussed the person’s future plans and aspirations. One staff member told us, “A key future goal is to support people to transition into the community successfully.”Systems were in place to enable people’s future needs to be planned for. Staff described how they had supported people who previously used the service to move to more suitable accommodation as their needs changed.

The registered manager confirmed there was no-one in receipt of end-of-life care at the time of the inspection. However, they were aware of their responsibilities in this area, if needed.