The Hazelwell

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People and the loved ones told us they were involved in the assessment of their needs, and in the planning of their care to ensure they received person-centred support. One relative told us, “I have been involved in his care plan and they keep me updated of my dad’s health.” Staff understood people’s individual needs and made sure assessments were up to date and recorded. People’s care needs were reviewed regularly and when required, referrals were made to health professionals such as the district nurse and dietitian for advice and further assessments.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. People and their loved ones told us making their own personal choices was paramount and people could easily make requests for food that was not on the menu. One relative told us, “Mum and Dad are very happy there. Every day they ask them for food choices.” Staff had information about people’s favourite food and how they liked their drinks. People had enough to eat and drink, and they were offered choices in relation to this. Various snacks and drinks were available throughout the service. Staff monitored people’s fluid intake and acted when people were at risk of losing weight.

The provider worked well across teams and services to support people. People and their loved ones told us they could access health care services as required. One relative told us, “I chatted with the doctor today and the wonderful thing about here is if the doctor is needed, it will be actioned straight away.” The provider worked well with the local authority and other healthcare professionals. Care records showed people had been referred to other professionals without delay and this meant people’s care needs could be addressed swiftly and effectively.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. For example, people’s weights were being monitored and referrals made to the dietician if people had lost weight. There was a process for sharing information if people were admitted to hospital.

The provider monitored all people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they fully met both clinical expectations and the expectations of people themselves. Care plans were person centred and focused on people's health conditions, the risks and what support they needed. Appropriate referrals had been made to specialist services when additional health support was identified as being needed. One relative told us, “My mother and I are involved with her care plan, and we have regular meetings.”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. People were supported in accordance with the Mental Capacity Act and care plans included an assessment and review of people’s capacity and ability to communicate their needs and wishes. There was information and guidance on how people expressed those wishes. One relative told us, “They always ask for mum’s consent first and tell her what they are doing next.” We observed staff obtaining consent from those they were supporting in terms of choices and preferences. Staff received training on the Mental Capacity Act and understood their responsibilities regarding MCA, and the importance of people being involved and making their own decisions.