The Care Quality Commission

Archived: Heritage Healthcare - Guisborough

The Old Coach House, Bow Street Centre, Bow Street, Guisborough, Cleveland, TS14 6PR (01287) 638811

Provided and run by:
DCS&D Limited

All Inspections

18 September and 2 October 2012

During a routine inspection

We spoke with eight people who used the service by telephone. People told us that they were happy with the service they received. They said that the staff were always polite and supportive. People found that the staff understood their care needs and always made sure this was delivered in ways that met their wishes. People said, "I couldn't wish for any better, the staff are lovely" and 'I have no complaints at all, I find the carers are very good and always ring me to let me know if they will be later or there is a change in the rota' and "I find they really are helpful and kind.'

All the people told us that on the whole they had the same team of support staff but when changes occurred this was discussed with them. One person also said that they could request a change in carers if there was a personality clash and this was done immediately. The people told us they liked the way the service was organised as current arrangements meant they could build up a rapport and relationship with the carers. People who used the service told us that staff respected their privacy and made sure that their dignity was maintained. They also told us that they were involved in developing their care plans and consulted about developments in the service.