Heatherton House Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organizations with kindness and respect.

Staff had undertaken training in equality and diversity and ensured they implemented this in their role. We observed positive interactions between people and staff. We heard staff asking people how they were and engaged in conversation with them. Staff were able to tell us how they maintained people’s privacy and dignity whilst providing care and support. This included offering people choices. People told us the staff treated them with kindness and respect. One person said, “The staff are very attentive and nice.” A health care professional told us, “The staff are caring and empathetic towards the residents.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People were supported to maintain relationships that were important to them and to follow their interests. This also included support with their religious needs. For example, a couple of people enjoyed a monthly sermon and hymns by their vicar.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

A programme of activities was coordinated by an activities coordinator which were based on people’s suggestions. Transport was booked twice a month, through a nationwide company who had an adapted minibus. This enabled people to go out on trips with staff support. People told us they enjoyed the variety of activities and entertainment provided both within the home and community. One person told, “There is always something to do if you want to join in.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimize any discomfort, concern or distress. Staff knew people well and understood their needs.

Staff knew what action to take to support people safely. We observed a staff member supporting a person, who struggled to get up from their wheelchair. The staff member provided assurance to the person and requested support from another staff member to support them safely.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The manager told us how they considered staff wellbeing. This included several initiatives to reward and motivate the staff team. Staff felt supported by the management team and felt valued for the work they did.