Heatherton House Care Home

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first assessment for this newly registered service. This key question has been rated good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The manager was passionate about ensuring the service delivered quality care to meet people's needs and felt supported by the provider. Staff told us how they felt supported and valued by the manager. A staff member told us, “The staff are happier since the new manager has been at the home and things have improved.”

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The manager was passionate about ensuring the service delivered quality care to meet people's needs and felt supported by the provider. Staff told us how they felt supported and valued by the manager. A staff member told us, “The staff are happier since the new manager has been at the home and things have improved.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff explained they felt able to raise any concerns and were confident that their concerns would be acted upon appropriately by management. The manager promoted an open-door approach, so that people using the service, staff and relatives were able to raise queries or issues with the management team. A staff member told us, “Residents are able to raise concerns and are listened to.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

Polices were in place which promoted equality and diversity in the workplace. Staff were given opportunities to develop through regular supervision, staff meetings and training. The manager understood the importance of ensuring people were respected and treated fairly in the workplace.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The provider understood and complied with their legal responsibilities to promptly inform CQC of any notifiable incidents. Audits were completed to manage the overall running of the service such as infection control, medicines and environmental risk assessments. These identified any areas for improvement and actions were taken as needed.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

Effective partnership working was in place to support people to access appropriate healthcare. Records confirmed people regularly saw other professionals when needed this included GP’s, District Nurses and the Chiropodist. Weekly ward rounds took place where a health care professional visited the home, reviewing people’s health care needs. A health care professional stated, “I would agree that service is safe and effective.” Whilst another said, “Communication and organisation have always been excellent and makes providing care for the residents at Heatherton House Care Home straight forward and well organised.” The manager told us some front-line health professionals were able to use a designated space within the home to hold meetings.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The provider had systems in place to learn lessons and drive improvements. Systems were in place to analyse learning from areas such as complaints and safeguarding.