Heathercroft

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 treated people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

People were treated with kindness and compassion. Without exception, we received only positive feedback from people about the managers and staff who worked at the care home. A relative told us, “All the staff who work here are marvellous. I know my [family member] is being really well-cared for by the staff who know how to meet his personal, social and health care needs.”

People looked at ease, comfortable and happy in the presence of managers and staff. The way managers and staff interacted with people living in the care home throughout our onsite assessment was characterised by warmth, kindness and dignity. Staff were always attentive and reassuring to people and listened to what they had to say. We observed staff frequently sit and socially engage with people relaxing in the main communal lounge. This indicated staff had built trusting and valued relationships with people living in the care home. Managers and staff always spoke about people they supported in a respectful and affectionate manner.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated people as individuals, respected their preferences and routines, and tailored care to their personal circumstances. Staff understood what mattered to people and ensured care was delivered in accordance with their expressed wishes as set out in each person’s individualised care plan. These plans contained detailed information about people’s strengths, likes and dislikes, spiritual and cultural needs, and how they preferred staff to meet their personal care and support needs and wishes. For example, staff ensured people ate specific foods in accordance with their dietary, religious and cultural needs and wishes.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to be as independent with activities of daily living and to make informed choices where possible. For example, the kitchen had been fitted with suitably lowered food storage units to enable people to independently choose the food they wanted to eat or for staff to prepare for them. We observed people independently choose which cereal they wanted to have for their breakfast.Care plans gave staff a good overview of people’s differing dependency levels, so they knew exactly what people were willing and capable of doing safely for themselves, and what tasks they needed additional support with. These care plans set clear expectations that staff should encourage people to do as much for themself as possible. People’s choices and decisions were also reflected in their care plan. Staff understood the preferred ways people communicated and expressed their choices.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff supported people to access external health and medical care services as and when required. Staff were aware of people’s health care needs and how to respond to any immediate health care emergencies to minimise the risk of people becoming distressed or unwell, emotionally and/or physically.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us the managers and their fellow co-workers cared about each other’s wellbeing and had created a positive environment for everyone to work in. Staff told us they felt happy and safe working in the care home. Staff had regular opportunities to meet with their line managers to discuss their wellbeing and home/work life balance. Staff told us they could request additional support or training if needed. A staff member remarked, “I feel supported by all the managers and my fellow workmates I work alongside here. I think we’re an exceptionally supportive team who look out for each other. Just 1 big family really.”