Hawkhurst House

People and their relatives told us they felt safe living in Hawkhurst House and were very happy living there. People, staff and others had regular opportunities to raise any concerns, make suggestions, raise complaints or offer any praise. Staff were knowledgeable about safeguarding, had received training, knew what to report and to whom and how to escalate if necessary. People were involved in their assessments and relatives told us they were always informed if there were any changes or concerns. Risk assessments were clear, comprehensive and up-to-date. They provided staff with the necessary information on how to mitigate any potential risk. People and relatives told us there were enough staff and they did not have to wait long if they needed assistance.

People told us they were always asked before staff supported them with any tasks. Consent was clearly documented within people's care plans. Staff were observed seeking people's consent prior to any care or support tasks. People's care needs were assessed prior to them moving into the service to ensure staff were trained and able to meet any specific needs. People and their relatives had been involved in the development and review of their care plans. Care records were reviewed and updated if necessary monthly. Nurses used recognised tools to support their assessments, for example, for pain, nutrition or skin integrity. Staff followed detailed health care plans to ensure people remained as healthy as possible. People were able to access a wide range of healthcare professionals when they needed to.

People spoke highly of the staff telling us they were kind, friendly and treated them in a respectful way. Staff knew people well and observation showed that people were at the centre of their care and support. 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 received person centred care that met their individual needs. This included life choices, culture, beliefs and preferences. People told us there were lots of things going on all the time and entertainers visited regularly which people enjoyed. People were supported by the activities organiser to maintain contact with relatives using tablets and other mobile devices. People could also be supported to have virtual consultations with medical professionals if required.

People, staff and others had regular opportunities to raise any concerns, make suggestions, raise complaints or offer any praise. These opportunities included regular meetings with staff, people and relatives. People told us they felt listened to and that their suggestions were acted on by the management team who they saw on a regular basis. People told us they thought the service was well managed and the manager was approachable. There was a clear management structure in place and nurses and care staff understood their responsibilities to meet statutory requirements. There was a stable management team who were passionate and led by example. Staff told us there was an open culture and they felt confident to speak with the management team at any time. Staff said the management team were approachable and supportive. There were a range of checks and audits in place to identify any concerns and make any improvements. The audits were completed by a member of the management team. Any shortfalls were discussed at the daily meetings and were addressed promptly.