The Hayes

Updated 7 April 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was carried out by one inspector and an expert by experience. An expert by experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

The Hayes is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service did not have a manager registered with the Care Quality Commission. The manager in post had applied to be registered. The registered manager and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We looked at the information we have received from, and about, this service since the last inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used this information to plan our inspection.

During the inspection-

We spoke with 18 people, six relatives, eight staff, the registered manager and a representative from the provider organisation. We also spoke with two visiting professionals. We looked at a selection of records which included;

Minutes from meetings.

Five people’s care records

Medication Administration Records (MARs.)

Health and safety records

Policies and procedures

A sample of accidents and incident records.

Updated 7 April 2020

About the service

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