Hatton Grove

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs. At our last inspection we rated this key question good. At this inspection the rating has remained good. People received person-centred care which met their needs and reflected their preferences. Their human rights were respected and barriers to good outcomes were overcome. The staff listened to and involved people and their families. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received personalised care which met their needs and reflected their preferences. Relatives confirmed this, telling us people’s needs were met, the service was focussed on the rights and needs of individual people and people were always clean, wearing clean clothes, taking part in a range of activities and supported with their health and nutrition. We observed staff treating people as individuals and providing personalised care and support.

People were involved in decisions when possible. The staff spent time with individual people and groups discussing the service and listening to their suggestions. The provider also consulted with families and people’s representatives. Relatives we spoke with confirmed the staff stayed in touch, asked their opinion and invited them to events and meetings. Comments from relatives included, ‘’I can pop in and talk with the manager, we discuss the service and changes they make’’, ‘’I can ring and visit anytime; they encourage parent partnership working’’ and ‘’We have good lines of communication.''

People were well treated and their human rights were respected. The provider empowered people who could not use words to communicate to express themselves and make choices. People living at the service had a wide range of different needs. The provider tailored their approach and support to help ensure people had an equity of experience. The staff undertook relevant training and worked with other professionals to help make sure they understood and met people’s different needs. The provider sought information about best practice and shared this with staff. People’s relatives explained their religious, cultural and diverse needs were being met. Care was adapted and reflected people’s changing needs. For example, some people had life limiting conditions. The service had adapted their care and support to make sure they still received personalised good quality care. This involved adapting the environment, equipment, upskilling staff and researching best practice. One external professional told us, ‘’I am always impressed with the additional skills the staff have compared to other residential homes.’’ They went on to explain how all staff had attended advanced end of life training to better understand how to overcome the barriers people faced when their conditions deteriorated.