Heron Hill Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People and their relatives were involved in their care planning where required. One relative told us, “The [staff] always include me in my [person’s] care.”

People received support tailored to their individual needs by staff who knew them very well.

One staff member told us, “I encourage residents to do what they can for themselves and by seeking involvement of others who may be able to improve the residents’ abilities, such as physios and occupational therapists when needed.” Another staff member told us, “People’s care plans include their choices and preferences, and we make sure we support people in this way. For example, [person] likes to get up much later than others and we fit around their eating and drinking needs.”

The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff understood the importance of working closely with a range of other agencies including GP practices, specialist nurses, speech and language therapy and chiropodists.

One staff member told us, “When we found one person was eating very fast which affected their swallowing, we began monitoring them to ensure they were safe and referred them to the speech and language therapists (SALT).” Another staff member told us they were working closely with physios to support a person whose mobility needs had increased.

The service worked particularly closely with the Care Home Liaison Team to promote good practice when supporting one person presenting with behaviours which put others at risk. This entailed staff following behaviour support strategies and completing behaviour charts, sharing with the Care Home Liaison Team, as appropriate.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service met the requirements of the Accessible Information Standard by identifying, recording and meeting people’s communication needs. People’s communication needs were recorded in their care plans and we saw staff communicate with people in an appropriate way, speaking clearly and taking their time where required.

Staff understood people’s communication methods and styles and gave information in a way which meets their communication needs. One staff member told us, “We give people time. We have communication aids such as picture boards which we use when needed for some residents.”

The service kept people, and their relatives informed through regular meetings, and activities or events were advertised in the newsletter or displayed on posters throughout the home.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

The service had systems in place to enable people and their relatives to give feedback, share ideas or make complaints and people had access to advocacy services when needed.

Residents and relative’s meetings took place in which people were able to give feedback about the service. Staff updated people on actions taken following these meetings.

People told us they felt listened to and feedback was collected and acted on by the registered manager. One person told us, “If I have had a problem or question needing answered, the manager is always available.” One family member told us, “[The registered manager’s] door is always open for a chat.” Another family member told us, “I had to speak to staff about my [person] having more showers and they made sure it happened.”

There was an up-to-date complaints policy in place. We saw evidence of the registered manager responding to and acting on complaints in a timely way and using the duty of candour.

The service made sure that people could access the care, support and treatment they needed when they needed it.

The service had systems in place to ensure people had regular access to medical professionals. For example, a GP and specialist health partners visited the service regularly to review people’s health needs.

Reasonable adjustments had been made to ensure people could access the premises. For example, where people used a wheelchair to mobilise, there was a lift available to access all areas. Mobility aids and specialist equipment was made available to people where required.

For people living with dementia, they received support from well trained staff who knew their needs. The building had been designed to ensure people could move around as independently as possible. There was clear signage, contrasting colours and natural light to aid navigation and promote wellbeing. One family member told us, “The specialist dementia care is excellent and has helped [person] greatly.” One staff member told us, “We have done a lot of work to make the environment dementia friendly. The managers have been very supportive of making changes to the environment to benefit the residents.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s care, treatment and support promoted equality and upheld people’s rights. People’s care planning was consistent, and the service sought to provide a person-centred service that acknowledged people’s differences.

Staff and managers expressed a commitment to ensuring people did not face discrimination and had equal opportunities within and outside the home.Staff had received equality and diversity training.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The service had achieved the Gold Standard Framework Accreditation for end-of-life care. This meant they had been nationally recognised for delivering high-quality, person-centred end-of-life care.

The service had an in-house trainer for end-of-life care who ensured both nursing and care staff provided outstanding, compassionate support to people at the end of their lives.

People’s ‘do not attempt cardiopulmonary resuscitation’ (DNACPR) statuses were recorded. Where required, people had advanced care plans which were consistently reviewed with people and their families to ensure people’s wishes were met.

There was exceptional commitment in helping people and their families or carers to explore and record their wishes about care at the end of their life.The registered manager told us, “We ask people and their families as soon as possible about their end-of-life preferences. The wellbeing team talk through people’s needs such as sensory preferences, ensure their wishes are respected and they have a dignified death.”

There was excellent partnership working with health care professionals such as palliative nurses and GPs that ensured people experienced a comfortable and dignified death.

We saw an example of how staff had liaised with a person and their family demonstrating sensitivity and compassion. Staff followed the Gold Standard Framework, regularly reviewing their end-of-life care and involving the GP when their conditioned worsened. Staff provided their family member with information about advanced care planning and gave exceptional emotional support throughout.

There was a ‘snug’ room available where relatives could collect their thoughts and grieve privately. Relatives could use the room to stay overnight if they wished.