Heron Lea Residential Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

This means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People had their needs assessed prior to their admission to the service. The provider would then determine if they could safely meet these needs. The provider worked closely with other health and social care professionals during the assessment process. We received positive feedback from healthcare professionals about this process.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. All assessments and ongoing reviews of care were carried out with the input of the people they concerned, should they wish to be involved. The provider ensured staff had access to guidance and resources which aimed to promote high quality care and treatment.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. The staff team worked well together and external health and social care professionals spoke positively about the way the service worked with them. One professional told us, ‘There is good collaborative working with them and with social services …... We have confidence in them.’

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Staff supported people to attend a variety of health appointments. One person told us, ‘The doctor comes. Social services too’ and another commented, ‘I’ve just got new glasses….The optician came here. It was really good service I thought.’ Care plans contained clear information about people’s health conditions and outlined how to manage them. Staff told us they were confident they would receive training should a person be admitted to the service with a health condition which they were not familiar with.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. Staff used monitoring tools to identify any changes in people and took prompt action to address any issues. Records were in place to monitor people’s eating and drinking and ensure their needs were met, especially during periods of hot weather. We observed staff proactively promoting fluids throughout our onsite assessment visit. Staff told us the new electronic recording system made it easier for them to have oversight of people’s health and care needs.

The provider mostly told people about their rights around consent and respected these when delivering person-centred care and treatment. However, we identified one instance where people’s capacity to agree to share a room had not been assessed and their consent to this fully documented. We did not identify any concerns for the people involved, who assured us they were happy with the arrangement, but records should have been in place to support this. All other records relating to consent were in place and appropriately reviewed. Where people needed to be deprived of their liberty for their own safety under the Deprivation of Liberty Safeguards, this had been put in place according to the required processes.