The Hazelwell

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff demonstrated genuine empathy for the people they care for. People felt they were treated with kindness, compassion and dignity in their day-to-today care and support. People and their loved ones told us, “The staff are fantastic and always here if I need them. The staff make me feel safe and this is my home” and “The staff listen to her, and they are friendly. Her communication with the care staff is very good” and “The staff are always pleasant and very professional.”

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. For example, we saw the provider celebrated people and what they had achieved in their lives and how they felt about calling The Hazelwell their home. One resident had written a poem, and one line read, “Each one of you is both a carer and also a friend.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff were positive in empowering people to be as independent as possible and celebrated this. We observed staff interactions with people, staff listened and empowered people to have control over their lives.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. The registered manager and their team anticipated and responded to people’s needs and took steps to ensure preventable discomfort, concern or distress for people. The registered manager said,” [Name] was admitted to the home with various health issues that included a urinary infection which was not picked up by previous care provider. We initiated an immediate review of the person health and care needs and used our whole team approach and now [Name] is no longer on end of life care, no pressure ulcer and definitely no urine infection. I am very proud how the whole team and how our interventions led to improvements in their life.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. There were high levels of satisfaction from staff of the providers commitment to their wellbeing. Staff benefitted from the support systems in place, which empowered them to do their job well. Staff told us, “I had a meeting with the registered manager two months ago and was asked how I am getting on and the manager has been speaking all the time to staff and residents as well . That has reassured me” and “the registered manager is down to earth and very approachable” and “I would feel comfortable raising anything with the registered manager and deputy and if not then we can talk to other people. We have a phone line we have access to and can call for support, so I feel like all the staff are supported and well looked after. It just makes the whole home feel like a home.” Staff were valued by the management team who provided them with the resources and support to provide quality care.