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Heron House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 24 September 2020

About the service

Heron House is a residential care home providing personal care to three people who need support with their mental health or living with a learning disability at the time of the inspection. The service can support up to five people.

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

People, relatives and staff informed us they had been very unsettled by the lack of continuity with the management and staffing at the service. There had several managers at the service within the past twelve months which people told us was ‘unsettling’.

Risks to people were known, however staff did not have a good understanding of how to manage these risks following an incident, placing the person at potential further harm. Accident and incident records were not reviewed by the provider to make and embed improvements. The provider did not ensure there were sufficient suitably trained staff.

There was a new manager in post at the time of our inspection, who had been introduced to people and their relatives. Staff told us they saw some improvements. However, the provider had not acted quickly enough to address long standing short falls. This included oversight of accidents and incidents and training of staff to support people.

For more details, please see the full report which is on the CQC website at

Rating at last inspection (and update)

The last rating for this service was Good (published 15 March 2018).

Why we inspected

We received concerns in relation to the management of medicines, staffing and risks to people. 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 have found evidence that the provider needs to make improvement. Please see the safe and well-led sections of this full report.

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 Heron House on our website at

Follow up

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.

Inspection areas


Requires improvement

Updated 24 September 2020

The service was not always safe.

Details are in our safe findings below.



Updated 24 September 2020



Updated 24 September 2020



Updated 24 September 2020


Requires improvement

Updated 24 September 2020

The service was not always well-led.

Details are in our well-led findings below.