What does 'Outstanding Care and Support' look like?

Healthwatch Hampshire was approached by Hampshire County Council’s Adults’ Health and Care to undertake a review of Care Homes across Hampshire, that have been rated by Care Quality Commission (CQC) as ‘Outstanding’.
women sat at a table in a care home setting

During our visits we spoke to residents about their experiences of living in a care home that had been rated as Outstanding. They told us what is important to them and gave us feedback about all aspects of daily life.

Above all residents expected to be able to make their own choices, to be listened too, and have their ideas acted upon. They wanted flexibility around when they get up in the morning, when they go to bed, a choice of food, and mealtimes that weren’t too rigid.  Ensuring their relatives and friends could visit when they were able to and not within strict visiting times was a priority.

I’ve always been independent and what I like about it here is that I can do what I want, when I want. I can choose to do an activity or relax in the lounge. I can get up when I want and go to bed when I want. These things are really important.
— Care Home resident

We found that every Outstanding Care Home had mechanisms in place to ensure that the views of their residents are central to the running of all aspects of the home, creating a positive environment for all.

All the Outstanding Homes have a member of staff responsible for ensuring residents have access to a variety of fun, engaging activities every day. This is seen as a high priority as it keeps residents alert, engaged and encourages positive social interaction.

Being able to have access to an outdoor area is very important to residents. Every home we visited has a secure outdoor space for residents to enjoy, and much thought has been put into creating engaging gardens.

We have been looking after an injured hedgehog. The vet says he won’t be able to go back into the wild, so the residents have adopted him. He is very friendly, and despite his prickles everyone enjoys petting him and feeding him. I think they enjoy being able to help look after him.
— Resident


Read the full report here:

Outstanding Care Home Report

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