The Care Quality Commission
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Archived: Heatherway Resource Centre

Overall: Good read more about inspection ratings

11 Heather Way, Monks Hill, Selsdon, Surrey, CR2 8HN (020) 8657 7763

Provided and run by:
London Borough of Croydon

All Inspections

8 February 2017

During a routine inspection

Heatherway Resource Centre is owned and managed by the London Borough of Croydon and provides short term respite care for people who have a learning disability. Heatherway Resource Centre can offer respite accommodation, care and support for up to five people at any one time.

A strategic review of the service was on-going at the time of this inspection with carers, people using the service and staff awaiting a decision about its future.

At the last inspection in February 2015, the service was rated Good.

At this inspection we found the service remained Good.

The service demonstrated they continued to meet the regulations and fundamental standards.

The majority of carers were positive about the service provided and were clearly worried about its possible closure following the strategic review.

People using the service at Heatherway received care and support from a consistent group of staff who knew them well and understood their needs and preferences. Each person had an individualised care profile to make sure they received the support they required. Assessments completed by the service identified any risks to each person and helped to promote their safety.

People were supported to have their health needs met. We saw that people’s prescribed medicines were being stored securely and managed safely during their respite stay.

The staff attended regular training which gave them the knowledge and skills to support people effectively. People were supported to have choice and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Carers felt able to speak to the registered manager or other staff to raise any issues or concerns and were confident that these would be acted upon.

An experienced registered manager was in post who knew the service and the people living there very well. There were systems in place to help ensure the safety and quality of the service provided.

Further information is in the detailed findings below

To Be Confirmed

During a routine inspection

This inspection took place on 10 February 2015 and was unannounced.

Heatherway Resource Centre is owned and managed by the London Borough of Croydon and provides short term respite care for up to fifty people who have a learning disability. Heatherway Resource Centre can offer short stay respite accommodation, care and support for up to five people at any one time.

We last inspected Heatherway Resource Centre in July 2013. At that inspection we found the service was meeting all the regulations that we assessed.

There was a registered manager in post at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

Carers were positive about the service provided to their relatives and said staff communicated well with them, ensuring both parties were kept up to date with any changes to the care and support required.

The staff working at Heatherway Resource Centre were knowledgeable about people’s support needs and received regular training and support to make sure they could meet these. Staff were aware of safeguarding adults procedures and any concerns were reported to the registered manager. Staff made contact with other healthcare professionals as necessary if there were concerns about a person’s health or welfare.

Staffing numbers on each shift were sufficient to help make sure people were kept safe. Additional staff were provided for one to one support when required.

Medicines were stored securely and safely. Safe practice was being followed around the administration of medicines.

Staff were caring and treated people using the service with dignity and respect. There was a strong focus on dignity with a number of staff acting as champions promoting good practice within the service.

The registered manager and majority of the staff team had been in post for a number of years and worked well together.

23 July 2013

During a routine inspection

We spoke to one person using the service. They said 'I like coming here. I get nice dinners when I come here'. We spoke on the telephone to the relatives of four people who used the service. One relative said 'I have no complaints at all, my son has being going there for over twenty years and I am very happy with the service he receives'. Another relative said 'My daughter used to go to another respite service so I wasn't sure if she would like going to a new place, but she says she really likes it there and is looking forward to going back'. Another relative said 'I was really impressed with the place when I visited, it looked fresh and clean and very homely'. All of the relatives we spoke to told us they had discussed their relative's care and support needs with staff at the centre.

All of the relatives we spoke to said they would contact the registered manager if they had any concerns about the service however none could recall if they had been provided with a copy of the centres complaints procedure.

During an inspection looking at part of the service

We inspected Heatherway Resource Centre on the 22nd of May 2012 and found that improvements were needed. Although the provider had effective systems in place to identify, assess and manage risks to the health, safety and welfare of people using the service and others the system was not being used as intended and monthly quality monitoring visits by the registered providers were not being carried out and recorded on a regular basis.

We carried out this review, which did not include a site visit or talking to people who lived at Heatherway Resource Centre, to look specifically at all the actions the provider told us they had taken to achieve compliance with the essential standards of quality and safety.

22 May 2012

During a routine inspection

On this occasion we did not speak to any people who use the service. However we spoke to some of the relatives of people who use the service.

One person told us 'I can switch off completely when my loved one goes to Heatherway; I know they are happy and well cared for. They go to great efforts to make sure their mental, physical and social care needs are met. Heatherway is an exceedingly special place'.

Another person told us 'the staff are very good, they communicate well with us and are very supportive to our family; I feel my loved one is safe there, the environment is clean, bright, airy and comfortable'.

Another person told us 'my loved one has been going there for many years, they take care of all of their needs, I know the staff very well, they have all been there for a long time and they are wonderful'.

All of the people we spoke to told us that they were provided with questionnaires following their relatives stay at Heatherway. They were able to provide feedback about the service. They told us that if they had any concerns they would feed this back to the manager and they were confident the manager would do something about it.