Heather House

Updated 31 August 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and supported by an Evidence Reviewing Officer (ERO). An ERO works for the Commission to review evidence in complex cases. The ERO was observing the inspector as a part of their induction to CQC. They participated in some evidence gathering.

Service and service type

Heather House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before inspection

We reviewed information we had received about the service. We sought feedback from the local authority and professionals who work with the service. We used all this information to plan our inspection.

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with five people who used the service and three relatives about their experience of the care provided. We spoke with eight members of staff including the regional manager, the registered manager, the deputy manager, senior care workers and care workers.

We reviewed a range of records. This included two people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data and quality assurance records. We spoke with four professionals who are in regular contact with the service.

Updated 31 August 2019

About the service

Heather House is a residential care home providing personal care for up to 10 people who live with a learning disability. At the time of our inspection there were nine people using the service. A main house accommodated up to nine people. There was a separate bungalow at the back of the main house where one person lived.

The service was also registered to provide personal care to people living in their own homes in the community. At the time of our inspection this service was not being provided.

The service has been developed and designed in line with the principles and values that underpin Registering the Right Support and other best practice guidance. This ensures that people who use the service can live as full a life as possible and achieve the best possible outcomes. The principles reflect the need for people with learning disabilities and/or autism to live meaningful lives that include control, choice, and independence. People who used the service receive planned and co-ordinated person-centred support that is appropriate and inclusive for them.

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

The service was very responsive to suggestions made by professionals. Staff were led by a manager who was committed to improving people’s lives. People received personalised support from a flexible staff team who responded to people's changing needs. Staff supported people to access activities they had chosen and to engage with their local community.

Feedback from professionals and relatives was positive. They felt the service was the best it has ever been. People were calmer and happier.

Information was provided to people in an accessible manner. No complaints had been made about the service.

Staff meetings needed to be further developed to include staff in their planning and discussion topics. Minutes of meeting showed the registered manager took charge of the agenda. We made a recommendation about this.

People were supported by staff who knew how to keep them safe. Staff had undergone a robust recruitment process. They had been trained in safeguarding and knew how to raise concerns. Staff understood people’s personal risks and knew how to prevent avoidable harm. People’s medicines were administered in a safe manner. Actions were taken to reduce the risk of infection.

Staff were supported to learn about people’s needs through induction, training and supervision. Staff understood people’s dietary requirements. People were supported to lead a healthy lifestyle. The registered manager maintained a check on people’s annual healthcare appointments. Signage to support a person living with dementia was required to help them orientate around the home. The registered manager told us signs were on order.

People were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The service applied the principles and values of Registering the Right Support and other best practice guidance. These ensure that people who use the service can live as full a life as possible and achieve the best possible outcomes that include control, choice and independence.

The outcomes for people using the service reflected the principles and values of Registering the Right Support by promoting choice and control, independence and inclusion. People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.

People were treated with dignity and respect. Staff spoke to people with kindness.

Effective arrangements were in place to monitor the quality of the service. There was a culture of continuous improvement. Feedback was requested, and action taken to improve the service. Professionals told us the registered manager and the staff worked well with them.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection.

The last rating for this service was good (published 17 July 2018). Since this rating was awarded the registered provider of the service has changed. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based in line with our inspection schedule.

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.