Heathercliffe Residential Care home

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence people were protected from abuse and avoidable harm. At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people were safe and protected from avoidable harm.

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 worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The registered manager ensured safeguarding concerns were reported promptly to the local safeguarding authority.

Peoples loved ones told us they were confident if they raised concerns with the provider appropriate action would be taken. One relative said, “If I had a complaint, which I do not, I could go to the senior carer, or I can see the manager any time I want to.” Another relative said, “The manager said if we weren’t happy with any aspect of care to please give them the chance to put it right, talk to them.”

Training records demonstrated all staff had completed safeguarding training, and this was refreshed annually. Staff we spoke with knew how to access safeguarding policies and knew how to report concerns.

When a person was assessed as lacking the capacity to agree to the support they received, decisions were made in their best interests in line with the Mental Capacity Act 2005. The local authority had been informed of any restrictions which had been put into place to keep people safe, and the appropriate legal authorisation had been obtained.

The provider worked with people to understand and manage risks. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

Risks to people were assessed and managed appropriately. Risk assessments were completed prior to the person’s admission to the home. This was done in consultation with people and their relatives, and the information was used to develop care plans. Most of the care plans we reviewed were detailed and specific and provided staff with guidance on how to help reduce risk and keep people safe. However, a few lacked enough detail and required updating; for example, a person who is now cared for in bed, their care plan stated, ‘help to keep me walking’. The deputy manager said this would be updated.

We observed staff supporting people safely with their mobility equipment and walking aids. Personal alarm pendants were given to people when in communal areas and in their bedrooms to alert staff if they needed assistance.

The provider had recently worked with the local authority to develop clear guidance for staff regarding falls risk management. This included guidance with regards to recording and reporting falls and a clear flow chart of actions for staff to take in response to different types of falls.

We found evidence of positive risk taking for people. One person was supported in safely managing their desire to move things around the home. They were supported to do this by staff ensuring walkways were always kept clear and free from trip hazards.

A relative we spoke with said, “The carers are very good and encourage [Name] to do whatever they can for themself, encourage them to walk with support and to be independent when it is possible.”

The provider made sure there were enough qualified, skilled and experienced staff. They worked together well to provide safe care that met people’s individual needs.

The training matrix demonstrated all staff were up to date with mandatory training. The training provided was comprehensive and appropriate for the needs of people who lived at the home. The training was refreshed annually.

The provider had policies on the safe recruitment of staff to ensure those employed were suitable for the role and they had the appropriate pre-employment checks.

We found there were enough staff on shift to engage in activities with people.

Relatives spoke positively about staff. Comments included, “There are always staff around, if [Name] is in their room they pop in and out and have a chat with them and make sure [Name] is ok. The staff are lovely and very helpful, and [Name] likes them very much” and “[Staff] check on [Name] every two hours during the night, and I know that happens because [Name] tells me they go in to make sure they are OK.”