Hannahwood Transitions

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• 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

We assessed listening to and involving people within this key question. Our rating for this key question remains good. The registered manager encouraged people, relatives and staff to speak up and raise concerns. Relatives told us, “Anything I ask they facilitate it” And, “They understand his needs and have a good relationship with the manager.”

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Relative s told us they felt listened to. One relative told us “There have been a couple of incidents with another resident, but it was dealt with straightaway. They have communicated well.” Another relative told us, “Some changes to the service last year and they contacted us and involved us. (Person’s name) is in the best place.”

We received mixed feedback from staff about feeling listened to and involved. Staff raised concerns about not feeling listened to by some of the management team and when raising concerns were not always provided with feedback or assurance their concern had been listened to and appropriate action taken. We raised these concerns with the nominated individual who was addressing these concerns.

The provider ensured there were regular meetings with each person living at the service in a way that suited each person’s preferred communication method. The minutes for these meetings were then collected and produced in an accessible and easy-to-read format. The provider’s complaints policy was up to date and gave people, staff, families and advocates information about how to raise complaints and make suggestions. The registered manager was able to show us how this process worked and how they ensured complaints were addressed, resolved, shared and how lessons were learnt to improve service quality and delivery.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.