Heatherton House 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 provider met people’s needs.

This is the first assessment for this newly registered service. This key question has been rated 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 they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and their representatives were involved in reviews of their care and in the day to day support they received. This was achieved by staff following care plans, understanding people’s preferences and supporting people to make decisions on how they spent their time.

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.

The manager and staff team worked together across health and social care to provide coordinated and quality care for the people they supported.

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

Records were not always complete to ensure staff supported people consistently. For one person information relating to their medical condition in their ‘hospital pack’ was not accurate. For the same person their associated risk assessment contained no details to support staff to identify if there was a deterioration in the person’s health condition. This did not ensure records were always accurate. We shared this with the manager, who took immediate action to address this.

People were supported with their individual communication needs. For example, we saw staff communicated with a person writing on a small white board due to their hearing impairment.

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. Complaints were taken seriously and investigated with actions taken as required to improve outcomes.

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

People were supported in planning appointments with healthcare professionals or when emergency healthcare was needed. This included people’s accessibility requirements.

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.

The provider ensured the people they supported were treated fairly and not discriminated against. Staff received training in equality and diversity.

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.

Information was in place for each person for what to do in an emergency medical situation should this be required. Some people had chosen not to discuss their end of life wishes at the present time, but processes were in place for this, should they change their mind.