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Heartwell House Residential Care Home Good

Inspection Summary

Overall summary & rating


Updated 15 February 2020

About the service

Hartwell House Residential Care Home is a residential care service providing personal care and accommodation to people with mental health needs. At the time of the inspection the registered manager confirmed the service was providing personal care to nine people.

People’s experience of using this service and what we found

People felt safe with staff from the service. Staff understood how to protect people from the risk of harm and understood potential signs of abuse. Care plans provided guidance for staff to follow. Risk assessments reduced risk for people.

People received their medicines as prescribed and they were protected from the risk of infections through staff working practices. There were enough staff to meet people’s needs.

Staff went through a recruitment process so that the provider only employed suitable staff, though this needed to be more robust to include relevant past care references.

Staff had received training to provide knowledge and skills to do their job well and effectively meet people’s needs.

People were provided with care and support that ensured they had good nutrition and hydration. They had access to healthcare that maintained their health and wellbeing. People were supported to have choice and control of their lives and staff supported them in the least restrictive way possible.

Staff knew people well. People had developed positive relationships with staff which helped to ensure good communication and support. Staff respected people’s privacy and dignity. They supported people to be independent.

People were involved and consulted when deciding how support was provided. Staff knew and understood the needs of the people using the service and care was provided based on their assessed needs. Staff were responsive to changes in people's needs to ensure they received help to maintain their health and well-being.

People knew how to raise concerns or make a complaint. The provider had a system in place to respond to complaints to put things right. The updated complaints policy provided information about how these would be managed and responded to.

People and staff spoke positively about the management and leadership of the service. They said staff were friendly and caring, and they had built good relationships with them.

The service worked in partnership with external agencies to ensure people achieved good outcomes from their care and support.

Systems were in place to monitor the quality of care and support people experienced through quality assurance systems and processes to improve the service, though more systems needed to be checked to always ensure a quality service.

Rating at last inspection

The last rating for this service was good (published 13 December 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per out re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 15 February 2020

The service was safe.

Details are in our Safe findings below.



Updated 15 February 2020

The service was effective.

Details are in our Effective findings below.



Updated 15 February 2020

The service was caring.

Details are in our Caring findings below.



Updated 15 February 2020

The service was responsive.

Details are in our Responsive findings below.



Updated 15 February 2020

The service was well-led.

Details are in our Well Led findings below.