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Heritage Healthcare North East Good

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating


Updated 23 October 2019

About the service

Heritage Healthcare is a domiciliary care agency. It provides personal care to people living in their own houses and flats in the community. It provides a service to younger and older adults. At the time of inspection 120 people were using the service.

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.

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

People told us they felt safe and were well-supported. There were sufficient staff hours available to meet people's needs in a safe and consistent way, and staff roles were flexible to allow this. Staff had received training about safeguarding and knew how to respond to any allegation of abuse.

Systems were in place for people to receive their medicines in a safe way. Risk assessments were in place and they accurately identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks.

Staff had a good understanding and knowledge of people’s care and support needs. They received the training they needed and were well-supported. The service assisted people, where required, in meeting their health care and nutritional needs.

People were positive about the care and support they received from care workers. Staff had developed good relationships with people, were caring in their approach and treated people with respect.

Improvements were required to some systems to ensure that care was person-centred and that people were supported to have maximum choice and control of their lives. Staff supported people in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There were some opportunities for people, relatives and staff to give their views about the service. The provider undertook a range of audits to check on the quality of care provided. We advised that more regular consultation with people would give them the opportunity to feedback to ensure person-centred care was being provided.

People and staff said improvements were required to communication. Processes were in place to manage and respond to complaints and concerns.

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 requires improvement (published 18 August 2018).

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 23 October 2019

The service was safe.

Details are in our safe findings below.



Updated 23 October 2019

The service was effective.

Details are in our effective findings below.



Updated 23 October 2019

The service was caring.

Details are in our caring findings below.



Updated 23 October 2019

The service was responsive.

Details are in our responsive findings below.



Updated 23 October 2019

The service was well-led.

Details are in our well-led findings below.