Hay House Nursing Home

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

People had access to health and social care services to promote positive health outcomes. For example, mental health specialists, dietitians, physiotherapists and speech and language therapists. People were supported to attend appointments as necessary, such as hospital appointments. GPs visited the service weekly. Feedback from professionals was generally positive. Comments included, “They (staff) do a good job”. One professional described how staff used distraction and other strategies to defuse situations or deal with any challenges rather than using sedative medicines. The professional added, “This is reassuring”. Where suggestions for improvements were made by professionals, these were shared with the registered manager. For example, 2 professionals felt communication could be improve with the service. People were treated as individuals and their views sought and listened to. People were asked for their views on how the service was managed and they knew how to complain. People, relatives and staff said they felt listened to and were confident in the management of the service. People were aware of how to raise any concerns but said they had no cause to complain. Where a relative had raised minor issues, these had been addressed.

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.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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.

The provider information return (PIR) states, “The staff understand the uniqueness of every resident taking into account cultural and social diversity”. Staff had received EDI training – the registered manager confirmed all training for Equality and Diversity was done on Care Tutor.

A complaints process was in place and people know how to raise any concerns. The provider information return (PIR) states no complaints had been received in the past 12 months and this was confirmed by the registered manager at site visit.

People received care and support that was personalised, coordinated and worked well for them. People said they could see their GP or other health professionals when needed. Most professionals confirmed the service worked with them in line with people’s specific needs. People told us they felt safe and confident to raise any concerns they might have. They said they felt listened to and were confident in the management of the service.

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.