Hadley Care

The 12 lodges where Hadley Care provided a service were in various locations in the North Devon area and managed by Fremington Homes Limited. Five to ten people lived together in each lodge. Each person had their own en-suite bedroom, and there were communal areas where people could come together and socialise. The same provider owned both Hadley Care and Fremington Homes Limited, but they were run as separate organisations. People had separate tenancy agreements and all repairs and maintenance to the property were met by Fremington Homes Limited.

People were supported to take their medicines as prescribed and other risks to their health and wellbeing were managed safely. The provider had good systems to manage safeguarding concerns, accidents and incidents and infection control.

Newly recruited staff completed a comprehensive induction programme. Staff received training in a range of subjects relevant to their roles and were well supported through supervision, appraisal and regular observations of practice. A focus on improving staff wellbeing helped them to carry out their roles confidently and effectively.

People's relatives complimented the staff team for the care and support they provided. Staff were caring, kind and passionate about their role. They knew people well and had developed positive and meaningful relationships with them. People were respected, and their privacy and independence promoted. The registered manager was proactive in ensuring that an equality, diversity and human rights approach was firmly embedded at the service.

People received personalised care and support. Their needs and preferences were assessed, and the care provided was based on this assessment. Detailed information and guidance helped staff provide consistent

care and support in a person-centred way. Care plans were reviewed regularly with people to ensure they still met their needs.

People and their relatives knew how to make a complaint, and complaints were managed in line with the providers complaints policy. There was an ethos of reflecting and learning from complaints and significant events, to identify any action needed to minimise the risk of recurrence.

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.

The management team undertook checks and audits in a wide range of key areas to help ensure a safe service was maintained. The provider routinely distributed feedback forms to people, staff members, relatives of people who used the service and health professionals to gain their opinions on the service provided.

The management team were clear about the provider's values and were proactive in ensuring these were understood and put into practice by the staff team.