Heathcote

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 always 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.

People were supported with their daily routines and care needs. Most people were autonomous and made their own decisions. Staff promoted people’s choices. Staff knew people well and helped them to maintain genuine connections and relationships. Care plans included people’s support needs and focused on any goals they might have and how staff could support them. Social histories were collated and staff considered people’s wishes including if a person become unwell or was approaching the end of life, they ensured they were supported in line with any preference.

The service considered people’s sexuality and spirituality and helped ensure planning for people’s care needs took this into account. Staff were all familiar with people,and the use of agency was almost always mitigated by regular staff willing to cover shifts as they recognised how important it was for people to see familiar faces and build trust. We observed a lot of friendly discussions and joking which enhanced people’s day. We were introduced to a person using the service who was sat in the managers chair in the office and staff said they liked to come in to talk with staff (all confidential material was locked away.) We saw people accessing the community, and different parts of the home including dining room, lounges, and garden. Relatives told us people socialising in the lounge and dining room was an important aspect of the home and helped people feel less socially isolated and we observed this throughout the day with people striking up friendships and looking out for each other.

Regular consultation with people meant staff were aware of their needs and facilitated these. Examples of this are given throughout this report. Staff told us how they had enjoyed sailing with her late husband and staff supported them to link in with National Maritime Museum’s to take a trip down memory lane. Via power point presentations and conversations.

Activities were planned and delivered in direct response to people’s preferences, enabling individuals to pursue their interests both within the home and the local community.

One relative told us, "They always offer them a variety of activities and games. They take part in chair exercises and painting, and it is a great support. "Daily notes showed us clearly what activities had been offered and what people had taken part in and whether they engaged and enjoyed the activity. This was evaluated to help plan future activities to ensure they met people’s needs,

All staff supported activity and it was not the job of one person; we saw staff spontaneously sitting with people and engaging with them about what they were doing or what they were watching.

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.

People had access to health and social care professionals as and when required. Care staff knew people well and were attentive to their needs recognising when a person’s needs had changed. Health and social care referrals were made in a timely way, and we saw good documentation about how people’s health care needs were recorded and met as quickly as possible. Aids and adaptations were provided aimed at supporting the persons autonomy and independence.

We observed handover and staff were skilled at communicating any ‘red flags or areas of concern which needed following up.The team worked together, had regular meetings to help ensure continuity of care.

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

People’s care plans were written in plain English and clearly defined the aims of the service in determining and meeting people’s needs and objectives. Whilst people could access their care plan most chose not to. Care plans showed people’s consent to share information with relevant professionals as needed. The service was mindful and compliant with The Data Protection Act 2018.

Communication systems were effective. Handover information was recorded digitally and updated throughout the day, with individualised entries for each person. Staff were observed using handheld devices immediately after interactions to update records, which ensured information remained accurate and up to date and reduced the risk of miscommunication.

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.

Staff involved people in day-to-day decisions and were mindful of people’s mental capacity or any sensory needs they might have. Residents’ meetings and minutes helped inform people what was going on, and key-workers regularly engaged with people about their immediate needs. For example, if they needed toiletries or clothing staff would arrange to purchase this on the persons behalf or support people to go out and purchase it.

Surveys were used to extract peoples’ feedback and the feedback from wider circles including staff, professionals and families which established where the home was performing well and where improvements were identified and this in turn helped to inform improvements. Complaints and compliments also formed a part of the providers quality assurance system and was used to drive improvement

People were supported with accessing opticians and audiology appointments which supported people to remain socially active rather than withdrawing from social life due to a loss of primary senses.

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

People had access without unnecessary restriction to their home and outside space, as well as the wider community. Staff prioritised people’s safety whilst supporting people to access the services they needed to support their independence.

People were supported to attend appointments and where they could not, the home facilitated home visits to help ensure continuity of health.

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 were valued and their experiences taken into the highest consideration. Person centred care was at the heart of this service and staff were mindful that it was people’s homes and not theirs and were respectful of this. Staff commented on how they had all become an ‘extended family’ with mutual respect and consideration. Care plans reflected people’s characteristics and needs.

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.

The service collated and reviewed information about people’s needs and quickly recognised any changes. Careful planning was considered vital to help ensure people could live well for longer and as long as it remained appropriate accommodated in their home. Changes in need were planned for and this included if someone was ill, becoming acutely unwell or was approaching end of life. Staff told us how they spent time with people ensuring they met their emotional and spiritual needs, whilst community nurses provided palliative care and pain relief as necessary.