Hawthorne Court Nursing Home

A range of healthcare professionals, including community nursing and mental health teams, were involved in people's care when necessary. People received personalised care in line with their assessed needs and their care plans. Risks were assessed and actions taken to minimise these while promoting independence as far as possible.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were supported by staff who had received a thorough induction into the home and appropriate training, professional development and supervision to enable them to meet people's individual needs. People were supported to have enough to eat and drink.

The service was responsive to people's needs and staff listened to what people said. People were confident they could raise concerns or complaints and that these would be dealt with. People and their families or other representatives were involved in discussions about their care planning. The provider sought feedback through the use of questionnaires and surveys.

The provider and registered manager promoted an open and inclusive culture within the service, and governance systems were focused on safety and quality improvement. There was a strong person-centred ethos which reflected the provider's values. The provider had a programme of ongoing investment to improve the environment. This included investing in technology and systems to improve both the environment and people's experiences of care.