The Care Quality Commission (CQC), has upgraded the rating of Hatzfeld House in Blidworth, Nottinghamshire from good to outstanding following an inspection in November.
Hatzfeld House, run by Hatzfeld Care Limited, is a residential care home providing personal care to adults of all ages who need support with mental health needs and dementia.
CQC carried out the inspection as part of its routine monitoring of services. Hatzfeld House provides other services not regulated by CQC, but this inspection only looked at personal care which was being provided to 14 people, as this is the regulated activity.
CQC has upgraded the ratings for how effective, caring and well-led the service is from good to outstanding. How safe and responsive it is, have again been rated good.
Greg Rielly, CQC deputy director of adult social care in the East Midlands, said:
“We found Hatzfeld House delivered exceptional care while treating people with kindness, compassion and dignity. Leaders made sure they put people at the heart of everything they did, and staff considered people’s individual needs and preferences and involved them closely when making decisions about their care and treatment.
“People told us staff were kind, caring and very responsive when they needed help and support. They shared several examples of staff going above and beyond to help people feel valued. Staff made people feel safe, supported and protected from risks.
• Nottinghamshire Healthcare Trust told to take ‘immediate action’ after CQC well-led review
“The service developed continuously, as staff listened to concerns about safety and investigated incidents and safety events thoroughly. This enabled them to identify learning and opportunities to improve the service. Through analysing incidents, staff identified that one person was experiencing emotional distress mainly in the evenings, so they put in place tailored one-to-one support and created a safety support plan. This reduced their distress and led to positive outcomes for their care and wellbeing.
“We were encouraged to hear how staff involved people in planning tasks and activities during monthly residents’ meetings, where staff listened and helped overcome any potential risks. Together, staff and the people they supported formed a football team which competed with other local homes, empowering people to help plan, organise and keep active.
“Leaders were committed to working closely with partners to help people receive consistent care. This supported smooth transitions when people moved between services. One healthcare professional told us that Hatzfeld House is the best care provider they work with, with incredible staff who make people their top priority.
“Leaders and staff at Hatzfeld House should be very proud of the positive findings in our report, which contains many exceptional examples of person-centred care. Other adult social care services should look to this report to see what they can learn from it.”
Inspectors found:
Staff supported people to have clearly defined goals that they aimed to achieve, from buying new pyjamas to joining in with more activities. Staff took pride in helping people achieve their goals and recorded these in their care plans with photos and evidence.Staff worked closely with people to ensure they had access to the local community for recreation and to maintain good physical and mental wellbeing.The home had diet and nutrition champions in place who helped support people with nutrition and hydration and to live healthy lives.Leaders were visible and committed to supporting staff and providing the highest quality of care possible for people living at the home. They ensured staff received training relevant for their roles and supported them to provide effective care and support.Leaders and staff built strong relationships with people, which helped create a homely environment where everyone felt comfortable. They respected people’s lifestyle choices and beliefs, and tailored care accordingly. Inspectors saw staff supporting people who had differing needs with patience and compassion while respecting their independence.Different teams at Hatzfeld House worked closely together to provide the best care possible. Inspectors saw professional relationships where each team valued the importance of specific roles.Staff helped people reflect their personalities and taste in their room decorations, and tailored celebrations for events with personalised gifts and parties. These ranged from coffee and cake to discos.Relatives were enthusiastic about the home’s leadership and described the home as feeling like a family thanks to the open and positive culture leaders had created.