The Hawthorns (Evesham)

People's experience of using this service: People using the service benefitted from an extremely well led and caring service. People and their relatives were placed at the heart of the service and involved at every level. Assessments to support staff to mitigate risks were in place and people were activity encouraged to take positive risks. Staffing levels were high. Medicines were administered safely, and the service was piloting an electronic Medicine Administration System (eMAR) that had been developed by Shaw Healthcare Ltd. The registered manager had worked hard to reduce or discontinue when required (PRN) anti-psychotic medicines, using techniques to identify any triggers and put distraction technique's into place rather than administer medicines.

Staff had received a high level of training. Staff were fully supported to gain extra qualifications. If English was not the staff members first language another staff member would support them. The support staff received, generated a highly motivated staff team. People were very happy with the food provided and the cook had thought of innovative ways to support people to eat who preferred food on the move.

Staff demonstrated an exceptionally high level of kind and supportive care. Staff continuously smiled as they went about their work. Staff collaborated with people and their relatives to make sure they knew about the person's interests and needs so they could have a positive impact on the person's life. Where people had equality and diversity needs these were managed sensitively.

There was a truly holistic approach to planning, and delivering care and support. Each person's care plan was linked to how they wanted to be cared for, their preferences and their needs. People were at the heart of a service that was organised to suit their individual needs. Every person had their own activity timetable that covered all their needs such as intellectual, social, sensory, spiritual and emotional needs. Although they had an activity coordinator, who was extremely dedicated and cheerful, all staff provided continuous short snappy activities throughout the day.

The atmosphere within the service was exceedingly friendly, comfortable, inviting and open. Positive and innovative ways to support people had been and were continuously being developed. The registered manager had recently won the Hennell Aware for Innovation and Excellence in Dementia Care. This award is to celebrate the achievements of someone who have shown their ability to implement positive change for people with dementia.

Rating at last inspection: The rating at the last inspection was good, (published in March 2016.)