You are here

Heathcotes Cranbourne House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 5 January 2021

About the service

Heathcotes Cranbourne House is a residential care home for adults with a learning disability who may have dual diagnoses and associated complex needs. The home accommodates 8 people. At the time of the inspection there were 7 people living at the home.

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

Staff did not always follow the provider’s COVID-19 policy or infection and protection government guidelines. This posed a risk where staff could transfer infection.

Staff understood the importance of safeguarding and the provider worked closely with the local authority. Issues regarding safety and risk were being overseen by the safeguarding team.

Medicines were managed safely. There were close links with health professionals and other agencies to ensure people’s health needs were met and changes responded to promptly. People had detailed person-centred care plans.

Recruitment was managed safely and there were enough trained and experienced staff to meet people’s needs.

We expect health and social care providers to guarantee autistic people and people with a learning disability the choices, dignity, independence and good access to local communities that most people take for granted. Right support, right care, right culture is the guidance CQC follows to make assessments and judgements about services providing support to people with a learning disability and/or autistic people.

The service was able to demonstrate how they were meeting the underpinning principles of Right support, right care, right culture.

Cranbourne House looked like a large family home and there were no identifying external signs to indicate the house was a care home. All the bedrooms had en-suite facilities and people had been supported to personalise their rooms. The home was within easy access of local amenities. Staff were discouraged from wearing uniforms. The model of care maximised people’s choice, control and independence. People had access to specialist and mainstream support with their health and social needs.

People received person-centred care which promoted their dignity, privacy and human rights. People were supported to follow their interests and take part in activities in the local community. People were supported to be involved in the day to day running of the home. Accessible information including pictures and symbols was used to support their understanding and engagement.

Staff had completed Non-Abusive Physical Intervention (NAPPI) training. This meant they used positive behaviour support plans and de-escalation techniques to support people and minimise the need for physical interventions. The registered manager and care staff demonstrated the values and attitudes to support people using the service to lead inclusive lives. Some poor practise including staff working in cliques had recently been identified. The provider had responded to this promptly and completed a detailed action plan. This included changing the way rotas operated and increased staff supervision.

For more details, please see the full report which is on the CQC website at

Rating at last inspection

The last rating for the service was good (published 27 August 2019).

Why we inspected

We received concerns in relation to the people not being protected from abuse. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection.

You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehe

Inspection areas


Requires improvement

Updated 5 January 2021

The service was not always safe.

Details are in our safe findings below.



Updated 5 January 2021



Updated 5 January 2021



Updated 5 January 2021


Requires improvement

Updated 5 January 2021

The service was not always well-led.

Details are in our well-led findings below.