Heeley Bank 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 told us that they felt listened to and they felt involved with the care they received. Systems were in place to gather feedback from people who used the service, their relatives, and staff. Analysis of this feedback was used to inform service improvement. When complaints were received, these were dealt with appropriately. However, some unsafe practices were observed during the assessment which managers were asked to address.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were happy with the care and support they received. People and their relatives told us they felt involved in the care planning process.

Managers told us that improvements were required in some areas of care delivery as staff were not consistently delivering care that was in line with peoples agreed plans.

Inspectors observed care delivery that was not in line with peoples agreed care plans. This placed people at risk of avoidable harm. These issues were brought to management attention who took steps to rectify the issues. On a return visit further issues with care delivery were observed.

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.

People and their relatives told us they were happy with their care and support, they felt listened to and that they knew who to speak to if they had concerns.

Staff told us they would know how to support people if they had concerns or wanted to make a complaint. Managers told us they had a range of tools they used for gathering feedback from people and their relatives.

Processes were in place for managing feedback from people including surveys send out to people and their relatives, resulting in ‘You Said, We Did’ reports which were displayed at the service. Complaints were managed in a timely manner and outcomes recorded. Resident’s meetings take place monthly. The results from these activities were used to inform service improvement.

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

People and their relatives told us they were happy with their care and support, they felt listened to and that they knew who to speak to if they had concerns.

Staff told us they had not witnessed any discriminatory behaviours within the service, and they would know what how to raise concerns if they did.

Training and policies in equality, diversity and inclusion was in place at the service. Staff had completed this training.

People did not raise concerns or give us direct feedback about their end of life planning or experiences. People did however tell us they were happy with the care they received, and relatives told us they were involved in the care planning process.

Staff told us that they felt confident supporting people who were receiving end of life care, and felt that they were sufficiently trained to do so.

Examples were viewed of end of life planning that had been completed between the service, people and their relatives. Managers were aware of the requirements of consent from people in end of life planning and how this was to be documented. End of life training was in place for staff however some of this training required refreshing, managers advised that this was due to a change in the frequency of the training provision and staff with over due training would be taking this.