The Care Quality Commission

Archived: Heathlands

Constitution Hill Road, Poole, Dorset, BH14 0PZ (01202) 676858

Provided and run by:
Care South

All Inspections

11 December 2012

During an inspection looking at part of the service

We carried out an unannounced inspection at Heathlands. This was to review two warning notices issued for care and welfare of people and records.

On the day of our inspection there were 26 people living at the home. All of the people living at the home had dementia.

We used a number of different methods to help us understand the experiences of people using the service. This was because they had complex needs which meant they were unable to tell us about them. We spoke with the manager, operations manager and four staff.

During observations we saw that care workers knew individual’s well and understood their needs. They knew what interested people and what kept them occupied. There were lots of different activities going on with staff and plenty of items for people to pick up and things for them to do.

There was a relaxed atmosphere in the home and people moved freely about the home. People actively sought out the company of staff and staff responded to people if they needed attention.

People experienced care, treatment and support that met their needs and the records kept were accurate and up to date.

8 October 2012

During an inspection looking at part of the service

On the day of our inspection there were 37 people living at the home. All of the people living at the home had dementia.

We used a number of different methods to help us understand the experiences of people using the service. This was because they had complex needs which meant they were unable to tell us about them.

During the formal SOFI observation and other general observations we saw a mixed picture of how people experienced life at Heathlands. We saw that most people were mainly in a neutral mood, they were neither happy nor sad. A few people were happy and relaxed and laughed with other people and staff. However, two people were upset and distressed at times and one person was withdrawn throughout the whole of the observation periods.

We saw staff chatting with people and they had good relationships with the people they cared for. However at times, we saw that staff ignored people who asked for assistance, which then caused people to become distressed.

We spoke to three visitors, five staff and the manager. The visiting relatives spoke with told us they were happy with the care. One said,’ I haven’t got any concerns or worries and they keep me informed’. Another said, ‘I’ve got no complaints they do what they can’.

We found serious shortfalls in the way people’s care was assessed, monitored and delivered. The records kept about people living at the home were not accurately completed, had omissions and placed them at risk of unsafe care.

8 May 2012

During an inspection in response to concerns

We carried out an inspection visit to Heathlands following anonymous concerns raised about the care and welfare of people at the home and the staffing levels. We also received concerns about the food hygiene practices at the home. This information was passed to the local authority environmental health department who were satisfied with the arrangements at the home.

On the day of our unannounced inspection on 8 May 2012 there were 39 people living or staying at the home. All of the people living at the home had dementia.

We used a number of different methods to help us understand the experiences of people using the service. This was because they had complex needs which meant they were unable to tell us about them.

We used the Short Observational Framework for Inspection (SOFI). It is a specific way of observing care to help us understand the experiences of people who could not talk with us.

We observed a mixed picture of how people experienced life at the home. During the morning there were long periods of time when some people were unoccupied and had infrequent contact with staff.

Throughout the inspection staff did not consistently speak or interact with people in a respectful way and they remained in a neutral mood. Where staff smiled, gently touched, engaged and encouraged people they responded with smiles and their mood lifted.

We observed some staff not treating some people with respect and they did not maintain their dignity when they were hoisted.

We spoke to three visitors, seven staff, the deputy and care services manager and a visiting district nurse.

The district nurse they said that the home requested their advice and support when it was appropriate. They told us that staff at the home were proactive and worked well with their team.

Visitors spoke positively about the home. One said, 'We have no concerns or complaints about the home' another said 'We are very happy, we looked at a number of homes and this was the best'.

Staff told us that they had staff meetings, handovers and support meetings with their line manager.

4 January 2011

During a routine inspection

We were able to talk to a number of people living at Heathlands House and also some relatives and a healthcare professional. Some of the people living there were unable to express their views because they had enduring mental health problems such as dementia. We were however able to observe how staff interacted with people living in the home and some of the home's routines and staff working practices.

The home's proposed manager came into the home to meet us although it was her day off . The registered provider's quality assurance manager was also available for much of the time we were visiting Heathlands.

People we spoke to told us that the staff were polite approachable, were competent and looked after them well. They also told us that the food was good and that the home arranged for people to see health care professionals when they needed to. They said that the accommodation was clean and comfortable and that activities were arranged in which they could take part.