11 March 2020
During a routine inspection
The Hayes is a residential care home providing personal and nursing care for up to 50 older people. At the time of our inspection visit there were 45 people living in the home. The Hayes is a purpose built home made up of five small ‘cottages’ linked by a large communal area.
People’s experience of using this service and what we found
The Hayes had been through a period of unsettled leadership. Staff, people and professionals spoke highly of the new manager recognising their role in supporting the team and improving the quality of care.
People described a happy, relaxed service, where they felt safe, well cared for and respected by all staff. They received personalised and responsive care.
People were supported to pursue their hobbies and explore new experiences. People told us they enjoyed an interesting programme of activities. People were involved in their care; telling us they were free to choose how they spent their time. End of life care plans were in place and the service worked with other agencies to meet people’s needs at the end of their lives.
Risks relating to people’s individual needs and the environment were identified and planned for. Staff understood how to keep people safe and knew how to respond if any concerns were raised about people’s well-being or safety.
There were enough staff, safely recruited, to meet people’s needs.
The service was clean throughout and staff took precautions to minimise the risk of infection. Accidents and incidents were investigated and reviewed to mitigate further occurrences. Medicines were managed in a safe way.
The staff felt supported to carry out their roles. They told us they received training and supervision to support them.
Staff were kind and caring and treated people with respect. Staff had a good understanding of how to promote people’s privacy, dignity and independence. The provider sought to meet people’s needs in relation to equality and diversity.
People enjoyed the food and mealtimes were sociable occasions. The service worked with other agencies and professionals to support people’s health care needs.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Quality assurance and monitoring systems were in place to help drive improvements at the service. People knew how to raise concerns and felt confident the management team would address and rectify any problems.
Rating at last inspection -
The last rating for this service was good (published June 2017).
Why we inspected
This was a planned inspection based on the previous rating.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk