Hay House Nursing Home

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Hay House Nursing Home is nursing and residential home for 35 people, many people are living with dementia or a cognitive impairment. The service is a large, older style building with a secure garden and well-maintained grounds in a rural setting. We looked at 3 key question areas (safe, caring and responsive) and 5 quality statements: safeguarding, involving people to manage risks, safe and effective staffing, independence, choice and control, and equity in experiences and outcomes. The assessment, which included both on and off site activities, took place between 01 February 2024 and 13 February 2024. We carried out an unannounced visit to the service on 01 February 2024. The assessment was carried out by one inspector, one assessor and 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. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We met with most people living at the service and spoke with 5 people and 3 relatives. We also observed the care and support provided to people across the day of our visit. We spoke with 8 members of staff including the registered manager. In addition, we sought feedback from the local authority and professionals who work with the service. We received feedback from 7 professionals. We received feedback from 15 relatives via email. We found good outcomes for people living at the service in the areas we assessed.

People's experience of this service

People said they felt safe with staff; and staff practice showed they knew people well. Staff understood their duty to respond to, and report safeguarding concerns. Comments from people included, “We are well looked after. We have people (staff) we can trust” and “I am happy here yes, they’re (staff) all very nice”. As some people were unable to fully share their experience of the service, we spent time observing the care and support delivered. Overall, staff were attentive, kind, and considerate in their approach and attitude. Feedback from relatives was positive. They told us their loved ones received safe and effective care. Comments included, “The care has always been super from the time they went in”; “Hay House is how a nursing home should be. The staff are well trained, well managed and above all concerned with the well-being of the patients” and “As a family we find Hay House is a very good care home. I thank them for the excellent care they have provided to (our loved one)”. Professionals supporting the service confirmed referrals were appropriate and timely and staff usually followed recommendations made to ensure people received the right care and support. One professional said, “They are very good at thinking outside of the box. They deal with very complex people well”. Another told us, “Hay House is a caring environment for complex and long-term residents. I do not have concerns about the service and have been impressed by the variety of activities offered to residents”. Two areas for improvement were identified by 2 relatives and 2 professionals. This included requests for more individual meaningful activities. 2 professionals felt communication could be improved at times with more timely responses from the service. This feedback was shared with the registered manager for their attention. The service was advertising for an activities co-ordinator to improve the activities programme on offer.