Hamble Heights

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 provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated Good.

This meant people’s needs were met through good organisation and delivery.

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.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People received personalised care and support specific to their needs and preferences. Care plans reflected people’s health and social care needs.

People’s likes and dislikes were taken into account in care plans.

Throughout our visits, we saw people receiving personalised care and support in line with their care and support needs. Staff were attentive to people and clearly knew them well.

Staff conversation focused on ensuring people received person-centred care and support to aid their physical and emotional needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. People told us they received care from staff who knew them and their needs well.

People confirmed they received care and support in line with their personal preferences and assessed needs.

Staff confirmed people received care and support in line with their care plans and risk assessments.

There was continuity in people’s care and support. The home manager explained that staff skills were integral to enable people’s assessed care and support needs to be met. They added that as far as possible, people received support from a consistent staff team. This ensured people were able to build up trusting relationships with staff who knew their needs.

There was evidence of the service liaising with health and social care professionals on a regular basis and making onward referrals to specialist teams.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication.

People were supported to understand information through their preferred communication methods.

Staff were able to communicate with and understand each person’s requests and changing moods as they were aware of people’s known communication preferences.

Care records contained clear communication plans explaining how people communicated. For example, short sentences, eye contact, time to respond and looking for people’s facial expressions and gestures.

People received information in a timely way that met best practice standards, legal requirements and were tailored to individual needs. For example, with the help of specialist support from the speech and language team (SALT).

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

There were regular opportunities for people, and people that matter to them, to raise issues, concerns, and complaints. This was through discussions with them by staff on a regular basis and people having access to complaint forms.

Complaints were appropriately investigated and reported. A system was in place to record complaints. Complaints were acknowledged and responded to in an appropriate time frame and other professionals informed and involved where appropriate.

People’s views and suggestions were taken into account to improve the service.

Surveys had been completed by people using the service and relatives in July 2024. The survey asked specific questions about the standard of the service and the support it gave people. Results showed that overall people were happy with all aspects of the home. The main issues raised were regards to the food and communication by staff and management.

The management team recognised the importance of ever improving the service to meet people’s individual needs. This included the gathering of people’s views to improve the quality and safety of the service and the care being provided.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People confirmed they were able to access care and support from staff as and when required. For example, regards to personal care and maintaining their independence.

Staff confirmed that people had equal access to care and support because the provider prioritised, allocated resources and opportunities as needed to tackle inequalities and achieve equity of access.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s care, treatment and support promoted equality, removed barriers or delays, and protected their rights. Different approaches were adopted according to people’s individual needs, for example, due to a visual or hearing impairment.

The service worked with other health and social care professionals in line with people’s specific needs. Care files showed evidence of professionals working together. For example, GPs and specialist nurses.

The provider completed monthly care plan reviews with people to gather feedback and where needed, this resulted in changes to people’s care and support.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were supported to have peaceful, comfortable, and dignified end of life care in line with national best practice guidance.

Staff received training to ensure they were confident in providing kind and compassionate end of life care and support.

The home manager said, in the event of providing end of life care, they worked closely with relevant health professionals and family to ensure people’s needs and wishes were met in a timely way.

The service ensured people had treatment escalation plans (TEPs) in place through liaisons with appropriate health professionals.