Heather Holmes Care Home

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

People received person-centred care which met their needs. The provider listened to and involved people in making decisions about their care and the service. People's equality and diversity needs were met. We did not assess all the quality statements within this key question. We did not identify concerns relating to these areas which we judged as being met at our last inspection.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We observed people having their preferences and goals recorded and supported. We saw that people were going out for the day to enjoy activities of their choosing. People were heard to be saying how much they were looking forward to their day and the things they enjoyed doing the most. People's views were gathered through regular keyworker meetings. If people did not want to participate in an activity they were given other choices, including not participating in anything at that time. Choices were recorded to ensure any ongoing difficulties were collated. We saw a comment from a relative thanking staff for supporting a person to go to his prom. We read feedback from a relative who said, “The service has always looked after my sister made her feel part of a family and very inclusive despite my sisters' disabilities”.

Staff received training in equality and diversity. Staff were patient and kind with people and promoted an inclusive, supportive environment that encouraged people to achieve goals. One member of staff told us "Not everybody is the same and likes to do the same things. We try to make sure the people here can go to places they like, the same as other people would".

The provider had systems and processes in place, including on-line easy read policies. Information in a pictorial and easy read format was on display in the home about how people could raise a complaint. Records showed concerns or complaints were followed up and responded to, so that people were informed of the outcome. One relative told us “They have responded well to the concerns raised”. We saw care records which evidence that people have equality in their access to healthcare. Resources are sought to improve opportunities to achieve equality if required e.g. additional support for activities or regular attendance at day centres.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.