Heather Vale is a residential care home providing personal and nursing care to 37 people aged 65 and over at the time of the inspection. The service can support up to 39 people.
Accommodation is provided over two floors, in one adapted building. Each floor has two separate wings, each providing individual bedroom and communal living facilities, such as dining rooms, kitchenette areas and specialist bathing facilities.
People’s experience of using this service and what we found
Auditing systems were not always effective or used to drive improvement in the quality and safety of the service provided. Medicine errors had not been identified or consistently addressed. Care plans did not always contain all the required information or risk assessments in line with people’s long-term conditions. This meant we could not be assured people would receive the care they required for their current needs.
The registered manager and deputy offered support to staff and had an open approach with relatives. However, overarching governance was not in place to ensure ongoing improvements were coordinated and maintained.
Infection, prevention and control was managed well, and guidance followed in line with COVID 19. Point of care hand washing facilities were not always accessible and this was addressed immediately after the inspection.
There were sufficient staff who had been recruited safely. Staff showed kindness and compassion in meeting people’s needs. Consideration was given to people’s daily choices and the decoration of their own space.
People were protected from the risk of harm and when concerns had been raised, these were investigated. Lessons had been learnt from these events. Surveys had been used to obtain people’s views and these showed positive outcomes.
The staff worked well with health and social care professionals in meeting peoples ongoing health needs.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was Good (published 21 November 2019)
Why we inspected
We received concerns in relation to people’s care, medicine and management. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.
We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.
The overall rating for the service has changed from Good to Requires Improvement. This is based on the findings at this inspection.
We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.
You can see what action we have asked the provider to take at the end of this full report.
You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Heather Vale on our website at www.cqc.org.uk.
We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.
We have identified breaches in relation to Regulation 12 (safe care and treatment) and Regulation 17 (Good Governance).
Please see the action we have told the provider to take at the end of this report.
We will request an action plan for the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.