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Heritage Care At Home Ltd (HCH) Good

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 14 July 2017

This inspection took place on 17 and 19 May 2017. The service supports people in their own home in rural and coastal areas of Suffolk. At the time of our inspection they were supporting approximately 70 people.

The service had a registered manager who was also a director of the provider company. 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.

Care staff knew how to keep people safe from harm and what action they should take if they considered anyone was at risk. Where the service had identified risks to people, they put measures in place to minimise them and help prevent re-occurrences. The provider undertook a number of checks prior to employing new staff to make sure only suitable staff were employed.

Care staff received training and support to make sure the care they provided was in line with best

practice and met people's needs. They sought consent and knew how to maintain people's privacy and dignity when providing personal care.

People told us the management team was approachable and if they had any issues or concerns they would be able to raise them, and that they would be listened to and taken seriously. The registered manager undertook a range of checks and audits to continually monitor the quality of the service. Support plans were reviewed regularly so they reflected people's changing needs.

People benefitted from a regular team of care staff who knew them well. Care was provided in accordance with the needs and preferences of the individual.

Inspection areas



Updated 14 July 2017

The service was safe.

Staff were aware of different types of abuse, how to identify abuse and what steps they should take if they had safeguarding concerns.

Risks to people who used the service were identified and managed effectively

There were sufficient staff available to ensure that people's needs were met

People were supported to have their medicines safely.



Updated 14 July 2017

The service was effective.

Staff had regular training, supervision which supported them to carry out their role effectively.

The Mental Capacity Act 2005 was understood and principles of the code of practice were being followed.

Where required people were supported to maintain a balanced diet.



Updated 14 July 2017

The service was caring.

People were treated in a kind and caring way.

Staff knew about people's individual needs and wishes.

People's privacy was respected and they were treated with dignity and respect.



Updated 14 July 2017

The service was responsive.

Assessments and care plans had been developed and contained suitable guidance for staff.

Care and support was centred on the person’s individual needs.

People felt comfortable speaking with the service about any changes to their needs or concerns.



Updated 14 July 2017

The service was well-led.

Care staff said the registered manager was approachable and they felt valued.

The registered manager had introduced a number of measures to monitor and assess the quality of the service provided.

The registered manager was aware of their responsibilities to notify CQC of any significant events that might affect the wellbeing of people.