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Glen Heathers Requires improvement

The provider of this service changed - see old profile

We are carrying out a review of quality at Glen Heathers. We will publish a report when our review is complete. Find out more about our inspection reports.


Inspection carried out on 9 March 2021

During an inspection looking at part of the service

About the service

Glen Heathers is a care home providing personal and nursing care to older adults and can support up to 53 people, although now choose to only support up to 40 people. At the time of our inspection there were 36 people living in the service.

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

Staff and people told us they felt there were not always enough staff to ensure people's needs were safely met.

There were systems and processes in place to assess and monitor the quality of the service, however these systems did not identify the shortfalls we found. The culture at the service was not always positive and staff morale was low.

People were not always protected from the risk of avoidable harm. Risk assessments were not always in place, were not consistent, or did not provide staff with the information they needed to ensure people received safe care and support.

We could not be assured staff had received appropriate training in a timely way to enable them to carry out their role safely. The provider and registered manager had failed to notify CQC of significant events without delay, which they are required to do.

People’s medicines were managed safely. The service worked in partnership with health and social care professionals to provide joined up care.

We had mixed views from people’s relatives about if they thought the service was safe and if they were kept informed of information throughout the coronavirus pandemic.

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

Rating at last inspection

The last rating for this service was Good (published 16 July 2019).

Why we inspected

The inspection was prompted due to concerns we had received about infection control practices, the potential neglect of people receiving care, allegations of verbal abuse and staffing levels. A decision was made for us to inspect and examine these risks. We undertook a focused inspection to review the key questions of safe and well-led only.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

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.

You can read the report from our last comprehensive inspection, by selecting the 'all reports' link for Glen Heathers on our website at

The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection and we have found evidence that the provider needs to make improvements. Please see the safe and well led sections of this report.


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspection. We will continue to discharge our regulatory enforcement functions required to keep people safe and to hold providers to account where it is necessary for us to do so.

We have identified breaches in relation to the management of risks associated with people's needs, staff training, staffing levels and governance systems.

Full information about CQC’s regulatory response to the more serious concerns found during inspections is added to reports after any representations and appeals have been concluded.

Follow up

We will request an action plan and meet with the provider following this report being published to discuss how they will

Inspection carried out on 17 June 2019

During a routine inspection

About the service

Glen Heathers is a residential care home providing personal and nursing care to 33 people aged 65 and over at the time of the inspection. The service can support up to 53 people.

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

There were enough staff available to support people. The environment was clean and people had access to appropriate equipment where needed. Medicines were administered safely and as prescribed. Risks associated with people’s needs had been assessed, were understood and managed by staff, which meant people were safe from harm.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. Staff had received appropriate training and support to enable them to carry out their role safely. They received regular supervision to help develop their skills and support them in their role.

People were supported by staff who showed kindness, compassion and respect towards them. Staff maintained people’s privacy and dignity whilst ensuring they were involved in decisions about their care.

Staff’s knowledge of people’s history, preferences and risks associated with their care and support needs was good. Differing communication needs were recognised and where required information was presented in an accessible format. Activities had improved, and people accessed the community if they chose to. People knew how to raise concerns.

People had confidence in the registered manager and told us they would recommend the service to others. The registered manager was open and transparent. They understood their regulatory responsibility and engaged people as much as possible. A quality assurance system was in place to assess and monitor the service, which had led to improvements for people.

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

Rating at last inspection

The last rating for this service was Inadequate (published 30 August 2018). Since this rating was awarded the provider has changed its legal entity. We used the previous rating to inform our planning and decisions about the rating at this inspection.

During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.