Heartlands

Date of inspection: 09 June 2026 to 23 June 2026. Heartlands is a care home providing personal and nursing care for people aged 65 and over, some of whom are living with dementia. At the time of this inspection, 63 people were living at the service. The accommodation is arranged over three floors, each with its own communal areas.
This was a follow-up inspection carried out in response to previous concerns. The inspection focused on the key questions Safe and Well-led where breaches of legal regulations had previously been identified. This included concerns around medicines management, the safety and maintenance of the environment, and ineffective governance systems which had failed to identify and address risks.
At this inspection, we found that sufficient improvements had been made and sustained, and the provider is no longer in breach of these regulations. Medicines management had improved, with appropriate systems in place to ensure medicines were administered and recorded safely, including those that are time-specific and covert (Covert medicines are medicines given to a person without their knowledge, usually by disguising them in food or drink) This should only be carried out in a person’s best interests and in line with legal requirements . The maintenance and safety of the environment had improved, and risks were more effectively identified and mitigated.
Governance systems had been strengthened and were more effective in identifying concerns and driving improvements. Audits and quality checks were more robust, and where issues had been identified, appropriate action had been taken to address these. For example, following a recent serious incident, the provider introduced additional measures including revised documentation, new checklists, enhanced training, and managerial sign-off processes.
Training had been enhanced through more targeted, face-to-face and scenario-based sessions, with a focus on practical application and learning from incidents. This included the introduction of International Dysphagia Diet Standardisation Initiative (IDDSI) training, ensuring staff had a clear understanding of safe food and fluid preparation and consistency levels. As part of the IDDSI training care plan profiles were developed for people, providing clear, individualised guidance to staff. Staff also received refresher training in dietary needs alongside increased competency assessments and management oversight to ensure learning was understood and embedded into practice. Clearer expectations and sign-off processes were introduced to confirm staff competence.
These improvements had been implemented not only within the service but also across the provider’s other services to support shared learning and help prevent similar incidents from reoccurring. Overall, changes had been embedded into day-to-day practice and were being consistently sustained.
There were sufficient staff to keep people safe, and staff understood their roles and responsibilities. Staff were supported through training and ongoing development and demonstrated improved practice in monitoring people’s health and wellbeing, including areas such as repositioning, nutrition, and hydration.
We observed positive and caring interactions between staff and people. Staff spoke with people in a kind and respectful way and supported their dignity. People and their relatives were involved in care planning and kept informed of any changes in needs. Care plans provided clear guidance to staff, including how to support people who may experience distress, to ensure appropriate and consistent responses.
There were effective processes in place to support communication with healthcare professionals, and their advice was incorporated into care delivery. People had access to activities which supported their emotional and social wellbeing.
The management team demonstrated a clear commitment to improvement. They were responsive during the inspection and had taken appropriate action to address previous concerns. Overall, the provider has made significant improvements, and previous breaches relating to safe care and treatment and good governance have been addressed. The service was no longer in breach of these regulations.
 

Date of inspection: 24 September 2025 to 25 September 2025. Heartlands is a care home providing personal and nursing care to people aged 65 and over, some of whom are living with dementia. At the time of the inspection 65 people lived at the service. The accommodation is organised over three floors, each with its own communal areas.

This inspection was carried out in response to information of concern received and the service’s aged rating. We found 2 breaches of legal regulations in relation to safe care and treatment and good governance. The provider did not always manage people’s medicines safely and the recording of medicines administration was not always accurate. The environment was not always well maintained or safe, which had not been identified through the provider’s governance systems. The provider was in continued beach in relation to good governance. Although quality assurance systems and processes were in place, these were ineffective in identifying the concerns we found during this inspection.

The provider’s audits had failed to identify the concerns we found at this inspection. Where checks carried out had identified risk and concerns with the care environment, these had not been addressed and mitigated.

Staff understood their roles and responsibilities; however, they did not always follow best practice when monitoring people’s health and wellbeing in relation to repositioning, weight management and fortification of people’s diets. We observed some positive interactions between people and staff.

People and families were always involved in their care planning and were aware of any changes in people’s health needs. Where people demonstrated distress or self-harm, care plans contained sufficient detail to ensure staff responded appropriately to promote positive outcomes.

There were enough staff to keep people safe, and staff understood their role in reporting concerns about people’s health and wellbeing. The provider was proactive in ensuring staff had the training and support they needed for their role and remained up to date with best practice guidance. People received their prescribed medicines, but improvements were required in the management and recording of time specific/sensitive and ‘as required’ medicines.

Staff were seen to be caring with people and to speak to them in a kindly way. There were meaningful activities to promote people’s emotional and social wellbeing. Where people lacked capacity to make their own decisions, there was evidence to show meetings were held to discuss best interest decisions for people. There were processes in place to support communication with other healthcare professionals and to ensure their advice was known and implemented into care plans.

During this inspection we spoke with people who lived at the service, their relatives, staff, the newly appointed registered manager, the area service manager, the deputy manager and sought feedback from other healthcare professionals. We looked at care plans, recruitment files and quality assurance records.

The management team were responsive to our findings and started taking immediate action to make improvements at the service. In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward. We have also asked the provider for an action plan in response to the concerns found at this assessment.