Heathercroft

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 provider 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 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 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 were treated as individuals and they received consistently good, person-centred care and support from a relatively small group of staff who were familiar with their needs, preferences and daily routines. Assessments and care plans were developed collaboratively and included people’s views and how their personalised support would be delivered. Care records contained detailed, person-centred information about people’s unique strengths, likes and dislikes, and how they preferred staff to meet their individual care needs and wishes.

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

People told us staff understood their family members care needs and that they worked well with multiple external health and social care professionals to consistently meet those needs. People received care and support from services that understood the diverse health and social care needs of their local communities.

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

Managers and staff were aware of their responsibility to meet people’s communication needs and make information accessible. They worked well with people, their families and external care professionals to understand how each person preferred to communicate. Staff ensured information was shared with people in a way they understood. For example, staff used pictorial aids, objects of reference and photographs to help people make informed decisions about their daily living including, social activities they chose to participate in, and what they ate and drank. Staff photos were also displayed on a notice board so people knew which members of staff would be working in the care home and when.

The provider 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.

People’s relatives had regular opportunities to speak to the managers and staff and they felt listened to and involved in making decisions about the care and support their family members received. People told us they felt comfortable raising any concerns they might have with the managers and staff and listened to. People were provided with easy to access and understand information about how they could report concerns and how these would be dealt with by the provider. Managers and staff used a range of methods to encourage people to have their say and state their views about the care they received at the home. This included regular one-to-one sessions with their designated keyworker, care plan reviews and satisfaction surveys.

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

People had equitable access to the service, and support was adapted to ensure their needs, preferences and circumstances were met. Adjustments were made to promote inclusion, safety and choice. People had sufficient opportunities to engage in meaningful leisure and recreational activities that reflected their social interests. The care home was well-resourced with various arts and craft materials, board games and puzzles. Staff actively supported people to regularly attend various social activities in the wider community including, meals out, shopping, trampolining, using public transport and cycling. People also went on regular short-breaks and holidays with staff and visited family and friends. People and their families were supported to be involved in discussions about people’s social interests, which was recorded in their care plan.

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

Managers and senior staff assessed and planned for people’s diverse needs. They made sure barriers to providing care were identified and mitigated. This ensured outcomes were positive, and people felt understood, safe and well supported. Staff respected people’s identity, personal routines and need for consistency. Staff undertook training to understand about equality and diversity. Staff knew how to protect people from discriminatory behaviours and practices.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Managers and staff worked with people they supported, their relatives and external care professionals to help plan goals and objectives for people living in the care home. Managers and staff told us they discussed future aspirations regularly with people such as what they would like to do in the future, and this included how they wanted to be independent and how that could be achieved. People did not require any support with end-of-life care at the time of our assessment. People and their families were supported to be involved in discussions and participate in decisions about their future care needs and end of life wishes. People’s care records included a section where individual’s end of life care and support needs and wishes were recorded. Where people and their families had declined to discuss end of life care wishes this decision was recorded in a person’s care plan and was regularly reviewed. Staff had received end of life care training.