Heathlands 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 that the service 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 71 (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 worked with people, to respond to any changes in people’s needs.

People’s care plans we reviewed mostly contained important information about people including their likes, dislikes and preferences. People and their relatives felt they were kept informed around any changes. A relatives told us, “They [staff] keep you in the loop” and “I know that when I’m not here, I can relax knowing that everything is being taken care of. Everyone is so welcoming and fun, and [Person’s name] is having the best care”.

We observed staff supported people to make choices, for example, at mealtimes staff used show plates to help people choose what they wanted to eat.

Care plans were routinely reviewed to ensure they were accurate and up to date. Actions identified were recorded and the findings added to an action plan. Updates on progress were monitored by the registered manager and provider.

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 told us staff understood their needs and assisted them to access other professionals as required. Weekly visits were made by the advanced nurse practitioner (ANP) and a frailty nurse. Staff held monthly meetings to discuss people’s clinical needs, where possible these were attended by the ANP to ensure a joined-up approach to meeting people’s needs. A health care professional told us, “Staff are very pleasant to work with and very hard working”.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

One person told us they had difficulties communicating with staff due to a stroke and felt it was easier communicating with their own family.

Daily menus were not displayed on all units to support people to choose their meal options. We saw a daily snack menu was displayed; however, these were only in written format.

We saw dementia friendly signage throughout the care home to help orientate people living with dementia. The registered manager confirmed they was able to supply information in large print or other accessible formats if required.

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

People and their relatives told us they knew how to raise a concern if they needed to. Comments included, “I have never needed to make a complaint; however, I would know to speak to the manager or deputy manager. A relative said, “If I had concerns, I would bring it up. As a family, we are more than happy with the way [Person’s name] is looked after”.

The provider had systems in place to gather feedback from people and their relatives including surveys and ‘resident and relative’ meetings. We saw evidence that meetings were held regularly. Matters relating to the running of the service and what activities people would like to do were discussed. Minutes were taken and a record of any actions required.

The provider made sure people could access the care, support and treatment they needed when they needed it. People and relatives told us staff supported people to access health care services. A relative told us, “Whenever [person’s name] isn’t well, they’ve [staff] sent for the doctor, told me and then spoken to me again after the doctor’s visit. The care home has arranged all hospital visits with a carer”.

Appropriate signage and adaptations were in place to orientate people living with dementia and to support them to maintain their independence.

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.

Care records reflected people’s needs to support their independence, for example were people required equipment to support them to be mobile.

Staff received training in equity, diversity and human rights to help them understand equality and address discrimination.

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.

People were supported to express their wishes around funeral planning or end-of-life care. Some people had ‘Do not attempt cardiopulmonary resuscitation’ forms (DNACPR) and (ReSPECT) forms. ReSPECT forms are personalised recommendations for people’s clinical care in emergency situations, where they are not able to make decisions or express their wishes.