Hazeldown Care Home

The provider promoted a culture of safety where concerns were identified, lessons learned from incidents and shared improvements. Risks to people’s health and safety were identified and mitigated to ensure consistent care and thorough risk management. Staff had received training in safeguarding and understood their responsibilities Staff were skilled to undertake the roles expected of them, were supported and recruited safely. There were robust procedures in place to ensure risks in relation to infection control, environmental safety and medicine management were mitigated.

Care and support needs, including identified risks, had been assessed with involvement of people and, where appropriate, their relatives. Care plans were person-centred and were reflective of people’s wishes, goals and personal histories. Information was appropriately shared across services to ensure continuity of care. Regular reviews and monitoring of care improved outcomes for people. Consent was sought from people before providing care and treatment, with refusals appropriately documented.

People were consistently treated with kindness and respect, and people and their relatives confirmed this. Care was planned for in a personalised way and reflected people’s individual needs, preferences and strengths. People’s independence was supported and they were able to make choices about all aspects of their lives, where able to. People were listened to by staff and their needs attended to promptly. Staff reported feeling supported by the registered manager and valued for their contributions.

The provider placed people at the centre of their care, and staff understood people’s individual needs well and involved relatives and other healthcare professionals in planning and reviews. People and their relatives said they felt listened to and the registered manager and staff communicated well with them. Staff received training to support people with their diverse needs, and people could have information in a way which was accessible to them so they could make informed choices.

There was a culture focused on transparency, inclusion, equity and human rights. People, their relatives and staff described leadership that was compassionate and supportive. Leaders at Hazeldown Care Home were skilled and responsive and fostered an environment where people felt able to speak up. Staff reported they worked well as a team and morale was good. The governance systems in place and effective partnership working supported the safety and quality of service people received. The provider actively sought feedback to drive improvement and deliver positive outcomes for people.