About the service: Hazeldene House residential Home is a residential care home that was providing personal and nursing care to 21 people aged 50 and over at the time of the inspection. There were 17 people receiving a service at the time of our inspection.

People’s experience of using this service:

Quality monitoring systems were in place to assess and monitor the service provision. However these systems had failed to identify the areas of concern we found on inspection. The registered manager had recognised that improvements were needed within the service; however, a clear development plan had not been completed to give information about how and when improvements were to be made, including timescales.

People’s care was reviewed to reflect changing needs and systems were in place to ensure staff were aware of any changes. Staff knew people well and understood how to act, although care records did not always contain suitable information to ensure people’s safety.

There were sufficient numbers of staff on duty to meet people’s care needs. However, the staffing was not deployed to enable people to be involved with activities that interested them.

Infection control procedures were in place; there were hand washing facilities and staff had protective equipment to wear. However, the home was not clean in all areas and some furniture was not always in a good state of repair to ensure they could be effectively cleaned.

Systems, processes and practices safeguarded people from abuse as staff understood how to identify potential abuse to keep people safe.

People received their medicines as prescribed and auditing systems were in place. Incidents and accidents were reviewed to ensure lessons were learnt and improvements made.

Staff felt they received training to update their skills and knowledge to deliver effective care. People had a choice of what to eat and drink and when.

People continued to receive healthcare from health professionals to ensure they remained well. Appointments and outcomes were recorded, and information shared.

People could share information about how they would like to be supported towards the end of their life and felt staff would respect their views.

The home met people’s current environmental needs and there were signs and hand rails to help navigate around the home.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice. Capacity had been assessed upon admission and where restrictions had been identified, applications had been sought to ensure people were safe.

People received respectful, dignified care from staff who they knew well, and people felt the staff were kind and caring.

People and staff could comment on service delivery to influence how the service was developed.

Rating at last inspection: This is the first inspection of the service since the provider registered with us in August 2017

Follow up: We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk