The Hazelwell

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.

This service scored 78 (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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice. For example, there was information displayed in the home informing people, relatives and staff about staffing numbers and how this impacted care for the people living at The Hazelwell. The registered manager, deputy and clinical lead were proactive in seeking feedback and opportunities to learn and improve the service.

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services. People and families told us they were confident staff would act where additional advice and support was needed. One relative said, “They have done everything they could. There was a safeguarding concern raised because [Name] had a problem with their skin.” Records showed that where advice was given from external partners, this was incorporated into care plans and how care was delivered.

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve this. Staff were focused on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately. People told us they felt safe when supported by the staff at The Hazelwell. People and their loved ones told us, “Yes they are very good, no complaints at all” and “We are satisfied because my mother-in-law is in a safe place”, and “Dad feels safe there. He is also very happy living there. We do not have any issues. We are lucky to get dad here.” The provider had policies in place, and we saw concerns were investigated to ensure lessons were learnt and risk was mitigated.

The provider worked with people to understand and manage risks by thinking holistically. For example, we observed discussions centring around the needs of the person t, ensuring people had choice and where actively involved in decision-making, including about end of life care. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them. One relative told us, ““Mum feels safe, and the care staff use the hoist safely.”

The provider was fully aware of all potential risks in the care environment and controlled them well. They made sure equipment, facilities and technology supported the delivery of safe care. The environment was meticulously clean and tidy, and people commented that domestic staff worked hard to maintain high standards of cleanliness throughout the building. One staff member told us, “We are domestic staff, but our jobs are to enrich their environment.” Maintenance staff were on site and available to address matters on a day to day basis and systems for checks and external maintenance were in place and this included daily checks of the environment to identify any hazards were identified and addressed.

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs. Staff recruitment processes were in place with relevant checks of staff’s employment history, character, right to work, and checks with the disclosure and barring service (DBS). Staff we spoke with were very committed and passionate about the work they did at The Hazelwell. Staff told us, “Moral is good. Everyone gets on and there are enough staff” and “I find fellow staff inspiring and it is like coming into a family.” Relatives commented their loved ones where safe when being supported by staff, one person said, “The staff are absolutely marvellous without exception.”

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly. Shared areas of the home as well as people’s own rooms were clean and tidy. The home was clutter free. Staff wore personal protective equipment (PPE) appropriate to their tasks. People were supported to maintain good hygiene. Staff knew about infection prevention procedures which they followed to protect people from risk.

Medicines were mostly managed safely. We did see that the PRN (when required medicines) protocols were not personalised on the first day of inspection. This was highlighted to the registered manager who took immediate action including supervisions with all nursing staff. We reviewed the PRN protocols on the second day site visit and the registered manager had implemented personalised PRN protocols in each persons care records. Regular audits were carried out on medicines and action was taken when areas for improvements had been identified. Medicines were stored securely and safely, including controlled drugs and risk assessments for certain medicines were in place.