Archived: RNIB The Hawthorns

We saw that people's needs were assessed and that they were supported to make comments about their needs or care. For example, we looked at three care plans where people commented on their care and support that they wanted to receive from staff, they had all signed to indicate that this was their choices.

Systems had been put in place which evidenced that people's care plans were reviewed to ensure they were up to date. We found that care plans provided detailed information and guidance for staff to be able to meet people's needs.

The provider has made provisions about how the service could respond to foreseeable emergencies and had plans in place to enable staff to act appropriately in the event of an emergency.

The provider had minimised the risk and likelihood of abuse by making sure all the policies and procedures to promote safeguarding were in place.

We saw that people who used the service were able to attend weekly resident's forum meetings and to speak to staff about any concerns they may have about the service. We were told that the provider requested all the people who used the service, their relatives to complete an annual quality assurance questionnaire (QA). The service also carried out a range of audits, including but not limited to Clinical Risk, Infection Control, Medicines, Equality and Diversity and Health and Safety.

The provider has developed a robust complaints process that had been designed to fully meet the needs of the people who lived at the service.