Hazelwood Homecare Limited

Staff recruitment was safe. There were enough staff who safely visited people in their homes in accordance with their preferred times. Staff were well trained and inducted into the role. There were comprehensive risk assessments in place which took into account people’s physical and emotional needs. Medicines were safely administered by trained staff. There was a good learning culture within the service, which came across well when staff were describing their roles and ongoing learning and support.

Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people in people’s best interests where they did not have mental capacity. People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services.

People were treated with kindness and respect. Comments from relatives and people who used the service reflected this. The provider supported staff wellbeing. Staff protected people’s privacy and dignity. They treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships within the wider community.

People understood how to give feedback and raise complaints if needed. They were confident this would be acted upon by the managers. People received fair and equal care and treatment. Staff worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.

Staff spoke positively regarding the registered manager and the leadership of the organisation in general. All staff told us they felt able to raise any concerns or issues without the fear of reprisal. There were policies and procedures in place to ensure people with protected characteristics were protected. There was a culture of continuous improvement with staff given time and resources to try new ideas. The registered manager understood their role and had reported all notifiable incidents to CQC as required.