Heathercliffe Residential 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 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.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Staff had completed training around peoples protected characteristics under the Equality Act 2010 which meant they were able to be responsive to people’s needs.

The provider held events, such as a recent ‘Nigerian day’ which helped people to learn about, experience and celebrate different cultures. A staff member told us the food and activities were themed, and people had enjoyed it.

The provider sought feedback to ensure people were happy and to learn about areas where people would like to see improvement. A satisfaction survey was completed in September with people and their relatives which contained positive results. People said they felt ‘safe’, ‘happy’, ‘comfortable’ and enjoyed activities and meals. The provider had devised an action plan to address areas that were not 100% positive.

One relative explained how things had changed in a positive way since their loved one had moved to the service. They told us, “Ok, so one of the differences in [Name] being cared for at Heathercliffe from at home is at home they had multiple falls. Since [Name] has been here, they have had one fall in 12 months. Staff inform me straight away. That’s a big difference.”