The Hawthorns

The Care Quality Commission (CQC) regulates the personal care and support that people may receive. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

Who the service is for

This service is registered to support older adults, younger adults, people with dementia, physical and sensory disabilities and mental health conditions.

Our view of the service

Our assessment was carried out remotely between 10 September 2026 and 21 September 2026 as part of a Return to Good assessment.

Overall, the evidence reviewed showed that people were receiving safe, effective, caring, responsive and well-led support from a staff team that knew them well and understood their individual needs. We found evidence of a positive learning culture where incidents, concerns and medication errors were reported, reviewed and used as opportunities for learning and improvement. Safeguarding systems were in place and people, relatives and staff consistently told us that people were safe and well supported. Risk assessments and care plans reflected people's individual needs and showed that risks were managed in a way that promoted independence, choice and control whilst maintaining safety.

The service had systems in place to support safe environments, effective staffing and medicines optimisation. Staffing levels were maintained through effective rota management, recruitment processes were robust and staff received regular training, supervision and competency assessments. Medicines were managed through established systems including audits, competency checks and management oversight. Care records showed that people's needs were assessed comprehensively and care was delivered in line with identified needs, risks, professional guidance and personal preferences.

People were treated with kindness, compassion and dignity and were supported to maintain independence and make choices about their daily lives. Care planning was person centred and reflected what was important to people, their routines, preferences and desired outcomes. Feedback from people using the service, relatives and professionals was consistently positive, with people describing staff as caring, supportive and respectful. People told us they felt listened to, involved in decisions about their care and supported in ways that reflected their individual needs and circumstances. We also found evidence that reasonable adjustments were considered within care planning and that support was tailored to meet people's communication, mobility, health and wellbeing needs.

The management team showed a clear commitment to shared values, positive culture and continuous improvement. Governance systems, audits, supervision processes and quality assurance arrangements were established and used to monitor performance, identify areas for development and support service improvement. Managers were open and responsive to feedback and showed effective oversight of care quality, safety and staffing. There was evidence that learning from incidents, audits, feedback and quality monitoring activities was shared with staff and used to promote improvement across the service.