The Hazelwell

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. At our last assessment we rated this key question good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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. Care plans were comprehensive and prioritised people’s preferences for the way they wanted to be spoken with and treated. People had a choice for how they wanted their day to look. We observed staff demonstrating good awareness of people’s individual personal care needs and preferences.

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 management explained in detail how people were supported to access the amenities in their local community. This included the home having a minibus and an in-house car that people could use for appointments or visit places of personal interest. One staff member told us, “One of the residents wants to go down the beach and we will use the car to take people to where they want to go. It is not just about going for appointments; it is about residents being able to have access to everyday things that we all take for granted.”

The provider supplied appropriate, accurate and up-to-date information in formats tailored to individual needs. We observed different information, such as the complaints procedure, was made available to people in formats they could understand.

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. People, their relatives and staff confirmed they felt comfortable raising concerns or making suggestions and felt listened to. We observed people being listened to and being in control of their support. One relative told us, “Mum never complains. She feels her care is good and personalised to her needs.”

The provider made sure people could access the care, support and treatment they needed when they needed it. We saw numerous examples of people being supported quickly and referred in a timely manner when their support needs had changed. We saw people were registered with GP surgeries and received timely specialist health input when required. People received medical, oral hygiene, eye and hearing testing. The building had been adapted and the environment had been designed which allowed people to move to tailored areas that met their specific needs. Substantial adaptions and consideration of the home’s layout allowed for equal access for all that lived at the home.

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. Training records showed that there was compliance in completing Equality, Diversity and Inclusion training. Staff and the leadership team demonstrated a zero tolerance to discrimination against people or other staff.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life. For example, in one instance a person who arrived at The Hazelwell on end of life care with pressure sores and extreme weight loss was cared for by the whole team and now months later is taking part in activities and creating new memories for themselves and their loved ones. People were given the opportunity to discuss their end-of-life care, and this information was recorded in advanced care planning that documented the person’s wishes for how they wished to be cared for.