Archived: Heritage Healthcare York

We were told people's needs were assessed and care and treatment was planned and delivered in line with their individual care plan. People we spoke with told us they had their care reviewed regularly and any changes required happened immediately. One person said 'I am very involved with my care package. I feel listened to.'

We found that people were protected from the risk of abuse.

People told us they had the same team of carers to support them. Comments included: 'They are brilliant.' And 'We can't survive without them.'

Staff we spoke with told us they received training which they said helped them to deliver care and support safely.

Comments we received about the quality of the service included "This is a well managed service."The provider had an effective system in place to identify, assess and manage risks to the health, safety and welfare of people who used the service and the staff. This included an annual 'satisfaction survey' which was sent to the people who used the service and their relatives and to the staff. This helped to understand how they all see the service and what, if any changes they would like to see.

People we spoke with told us they had their care reviewed regularly. They said that they were consulted and felt part of the decision making regarding their care and welfare.

People we spoke with told us that they felt safe when any of the team members were with them. One person told us, 'I have mainly the same carers, which I like. They know me and I know them.'

People told us that they were happy with the service they received from Heritage Healthcare. One person said, 'They do not behave as if they are in a hurry, even though we know they are busy. We feel important to them, when they are here.'

We saw that the provider had systems in place to assess and monitor the quality of the service provided. This included an annual 'satisfaction survey' which was sent to the people who used the service and their relatives. This was to gain information about how they see the service and what, if any changes they would like to see.