CQC report explained · a residential care home
What the CQC found at Hawthorn House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors found that medicines, staffing, recruitment, safeguarding, risk assessments and infection control were managed safely. The manager investigated incidents and accidents to identify learning.
- Effective?
- Good
- People's needs and preferences were assessed, staff had suitable training and support, and meals and healthcare were managed well. The provider followed the Mental Capacity Act requirements.
- Caring?
- Outstanding
- Staff understood people deeply and provided exceptionally kind, respectful and individual care. People and relatives were involved in decisions, with technology used to support communication and choice.
- Responsive?
- Outstanding
- Care was planned around people's histories, goals, communication needs and interests. The home provided personalised activities, specialist equipment and opportunities to use local community facilities.
- Well-led?
- Outstanding
- Inspectors found strong leadership, an embedded system for checking quality and a culture focused on improvement. The home worked closely with relatives, professionals, charities and local community organisations.
What inspectors found, April 2020
Hawthorn House was rated Outstanding; inspectors found exceptionally caring, responsive and well-led support, with safe and effective care.
This was a planned inspection after the previous Good rating. One inspector visited on 20 December 2019 and 7 January 2020. The inspection looked at the home, the care provided and all five CQC questions.
Inspectors spoke with seven relatives and six staff members. They reviewed care records, medicines records, recruitment information and management records. People staying at the home could not communicate their views directly on the inspection days.
The home was rated Outstanding overall. Safe and Effective were rated Good. Caring, Responsive and Well-led improved from Good to Outstanding. Inspectors found highly personal care, strong links with professionals and the community, and very strong leadership.
Highly personal care
Staff understood people's individual needs and used this knowledge to support progress, independence and positive outcomes.
“Staff had developed a deep understanding of people's needs and used this knowledge effectively to promote positive outcomes for people.” from the report
Kind and respectful staff
Relatives consistently praised the staff. Inspectors found people were treated with dignity, respect and compassion.
“Staff treated and supported people equally and respected them as individuals.” from the report
Activities and community links
People had activities designed around their interests and sensory needs. The home had strong links with local groups and places.
“People had excellent opportunities to be fully engaged when they stayed at Hawthorn House.” from the report
Strong leadership and improvement
The manager and staff were described as motivated and committed to improving the service. Quality checks were part of everyday management.
“The provider had a robust and structured governance framework which was fully embedded into the service.” from the report
Building is larger than current guidance recommends
minorThe home was built for up to ten people and is larger than current best practice guidance recommends. Inspectors said its position within a housing estate helped reduce this concern.
“The service has not been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance.” from the report
- 01How will you tailor a short break to my relative's specific needs, goals, communication style and interests?
- 02What communication tools or technology could my relative use to express choices and preferences?
- 03How many staff would be available during my relative's stay, and how would staffing reflect their individual needs?
- 04How would you support my relative to take part in activities and safely access the local community?
- 05How would you manage any medicines, health needs or emergency arrangements during the stay?
This was a planned comprehensive inspection covering the premises, care provided and all five CQC questions; the previous Good ratings for Caring, Responsive and Well-led improved to Outstanding, while Safe and Effective remained Good. This explanation was written from the published report of 3 April 2020 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, June 2017
Hawthorn House was rated Good; inspectors found safe, caring and personalised support, with no breaches reported.
This was an announced inspection on 4 and 12 May 2017. Inspectors visited the home, spoke with staff, the manager, four family members and other professionals, and reviewed care records, medicines, safety checks and management records.
The home provides short breaks for up to 10 people with learning disabilities, some of whom also have physical disabilities. Inspectors found suitable staffing, safe medicines arrangements, appropriate risk assessments, clean premises and well-trained staff.
People were treated with dignity and respect. Care plans reflected individual needs, wishes and communication methods. Activities were based on people's interests, and families were positive about the care. All five areas were rated Good. The previous inspection had found two areas requiring improvement, and inspectors said the necessary improvements had been made.
Safe staffing and medicines
Staffing levels matched people's needs. Medicines were securely stored, checked and recorded accurately.
“We found appropriate arrangements were in place for the administration and storage of medicines.” from the report
Kind and respectful care
Staff treated people politely, protected their privacy and supported their independence.
“People were supported by caring staff who respected their privacy and dignity, and promoted their independence.” from the report
Learning from the previous inspection
The report says improvements had been made in the two areas previously rated Requires Improvement, including staff training and mental capacity records.
“We checked these areas at this inspection and the found necessary improvements had been made.” from the report
No registered manager at the visit
minorThe home did not have a registered manager when inspectors visited. An application was in progress, so ask what happened afterwards.
“At the time of our inspection visit, the service did not have a registered manager in place.” from the report
Recruitment records were not checked
minorInspectors did not review recruitment records because no new staff had been employed since the previous inspection. Ask how checks are completed for any newer staff.
“We did not check staff recruitment records at this inspection because there had been no new staff recruited.” from the report
End of life wishes not recorded
minorNo one using the service was receiving end of life care at the time. The report says wishes would be discussed with families if needed, but they were not recorded then.
“People's end of life wishes were not recorded at the service” from the report
Some family communication concerns
minorTwo survey responses said communication was not very good. The manager responded by asking senior staff to carry the telephone so they could answer enquiries more quickly.
“Two of the responses said the service did not communicate very well.” from the report
- 01Is there now a registered manager, and what was the outcome of the application mentioned in the report?
- 02What recruitment and background checks have been completed for staff employed since this inspection?
- 03How will you record and review my relative's end of life wishes if their needs change?
- 04How do staff communicate with families and respond to telephone enquiries now?
- 05How will my relative's preferred activities, communication methods and dietary needs be recorded before their first short break?
This was an announced comprehensive inspection covering all five key questions and checking improvements from the previous inspection. This explanation was written from the published report of 22 June 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Hawthorn House
3 rated inspections over 4 years: the service has improved, from Requires improvement to Outstanding.
- April 2020Outstandingcurrent ratingup from GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- June 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- May 2016Requires improvementSafe: GoodEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Requires improvement
- May 2014
Report published without a new overall rating.
- October 2013
Report published without a new overall rating.
- August 2012
Report published without a new overall rating.
- April 2012
Report published without a new overall rating.
- December 2011
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 4 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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47 live-in carers within about an hour of County Durham
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £960 to £1,210 a week. 42 can care for a couple. 10 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.