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Inspection Summary

Overall summary & rating


Updated 16 October 2019

About the service

The Herons is a residential care home providing personal care to 30 people aged 65 and over at the time of the inspection. The service can support up to 39 people.

The Herons is a purpose-built care home. Bedrooms are situation on both the ground and first floors. There is a dining and lounge area on the ground floor as well as other communal lounge areas on both floors.

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

People told us they felt safe. The recruitment of staff was safe and there were sufficient staff employed to meet people’s needs. The management of medicines was robust. The premises and equipment were suitably maintained. Peoples care records included risk assessments, although where people required a hoist, staff needed to record more detailed information.

New staff were supported and there was ongoing training and support for all staff. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Information was effectively communicated between staff. People were able to access external health care professionals as needed. A varied menu was provided but feedback about the meals was mixed.

Staff were caring and kind. People’s right to privacy and dignity was respected. Staff involved people in making decisions about their daily care and support.

Care records were detailed, and person centred. Information was recorded to enable staff to be aware of people’s communication needs. There were a range of activities provided for people daily. There was a system in place to manage complaints although no-one we spoke with told us they had any complaints about the service.

Staff enjoyed working at the home and felt listened to. A number of audits were completed at the home to ensure the quality of the service was continually monitored. Regular meetings were held with staff and people who lived at the home. We saw evidence issues raised were addressed.

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

Rating at last inspection

The last rating for this service was good (published 17 January 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 16 October 2019

The service was safe.

Details are in our safe findings below.



Updated 16 October 2019

The service was effective.

Details are in our effective findings below.



Updated 16 October 2019

The service was caring.

Details are in our caring findings below.



Updated 16 October 2019

The service was responsive.

Details are in our responsive findings below.



Updated 16 October 2019

The service was well-led.

Details are in our well-Led findings below.