Heathlands Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans clearly reflected a person-centred approach. Each person had tailored plans in place for communication, diabetes management, mobility support, life history, and skin integrity. Staff had a strong understanding of individual preferences, and we observed them using care plans as dynamic tools to guide day-to-day decisions and interventions. Staff were able to describe the needs of the people they supported with confidence which demonstrated they had understood the individual needs of the people they cared for.

A member of staff said, “If we need to know anything, we go to the care plan or go to nurse who is working and sit with them. The care plan tells you everything you need to do, gives clear steps on say moving and handling and if we need the assistance of 2 staff."

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The provider supported a diverse community at the home and people received support from a diverse workforce who understood the different needs people had. Staff worked closely informing the nursing team, registered and deputy manager where further action needed to be taken on behalf of someone to support joint up care and support.

The local authority had worked closely with the home and provided feedback on the improvements the home had made in the provision of care and support people received.

The home took part in multi-agency meetings, which helped coordinate care following hospital discharges to try and avoid unnecessary readmissions. These efforts ensured people felt reassured their care was consistently managed.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was accessible for people and their relatives within the home. Pictures were used to help with communication and the sharing of information in particular for activities so that people understood and could be involved in making decisions about what they wanted to do.

The provider made use of technology and used this to help share information. The provider sent out regular communication via newsletters to keep people and their relatives informed.

People’s information was kept confidential and staff understood the importance of following the principles of the General Data Protection Regulation (GDPR).

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Records and discussions with the registered manager and deputy manager confirmed they were proactive in listening to concerns and taking action to provide a suitable solution for people and their relatives. Records from regular feedback via residents meetings and surveys confirmed this.

We did note where people were expressing dissatisfaction around activities this could have

been resolved quicker at the home if people had been listened to, this area of concern was resolved and people involved were satisfied.

There were opportunities for people to provide feedback and staff would speak to people they supported and ask if everything was alright. Where people had relatives who spoke on their behalf they were encouraged to provide feedback and the registered manager and deputy manager did listen to the feedback.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

The home supported access for people, with thoughtful adaptations in place to promote independence and safety. Lift access was available to support those with mobility needs to move freely between floors. Grab rails were positioned throughout key areas to assist people with mobility needs, ensuring they could move around the environment with confidence. Pathways were always clear and signage was easy to understand, contributing to an inclusive and welcoming setting. Staff understood the importance of removing physical barriers and creating a space where everyone felt comfortable and supported.

Pull call bells and detachable call bells were present in people’s for emergencies to alert staff help was needed. Staff knew who to contact in an emergency and out of hours.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. People with protected characteristics were not discriminated and their care plans were written in a respectful manner.

Staff received training on equality and diversity. Staff worked proactively to ensure that individuals received support tailored to their unique needs, backgrounds, and preferences, regardless of age, ability, ethnicity, or identity.

People’s health and social care needs were fully considered and met. Relatives told us their family members were able to access healthcare without barriers. One person said, “I get the dentist to come in often and the same with the optician so that's covered."

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Records confirmed people were supported to plan for the end of their life. Information was documented in a respectful manner where people had discussed and expressed their wishes.