- Care home
Heartlands
Assessment report published 7 July 2026
Contents
Ratings
Our view of the service
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.
People's experience of this service
We gathered people’s views and experiences using a range of methods. An Expert by Experience, with knowledge of supporting people living with dementia, spoke with people and their relatives.
We also observed care, spoke with staff and reviewed records. This enabled us to understand the experiences of people, including those who could not always express their views verbally.
People told us they were happy living at the service and felt safe. One person said, “I feel safe, lots of people around me and I am not alone.” Another told us, “I don’t need to call them often, when I need them, they come pretty prompt.” Relatives also shared positive feedback. One relative said, “Excellent home, really helped my loved one to settle in, as was quite agitated when they first moved in, now very settled.” Another told us, “The doctor visits the service to manage my loved one’s health and gets urine tests for when my loved one may have an infection, always on the ball with that to catch it early.”
Feedback about staffing levels was mixed. Some people and relatives felt there were enough staff, while others felt additional staff would be beneficial at busier times. One relative said, “I think that there is enough staff if you need someone and there is always someone in the lounge; you can always find someone.”
People told us they had choice and control over their daily lives and that staff understood and respected their preferences. Relatives expressed overall confidence in the service and told us they felt it was safe.
People and relatives also spoke positively about activities. One relative commented, “There are always lots of activities for everyone.”