Heron Court

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The service was well led. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care. There were established processes and procedures in place to ensure people received care and support in the way they wanted.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The registered manager was committed to providing high quality care and ensuring people received good outcomes. They told us, “I would not want to be anywhere else.” Staff were positive about the management team and their support. A staff member told us, “I couldn’t think of anywhere else I would rather work, I am very happy and feel well supported. I feel able to discuss anything, [registered manager] is a very good manager.”

The management team created opportunities for staff to understand the vision and values of the provider and communicate this to staff. These included staff meetings, supervision sessions, daily flash meetings and daily handovers.

The registered manager told us they carried out daily walk rounds in the service to monitor staff practice and the support provided to people. A staff member told us, “We have supervision every 3 months, [registered manager] is supportive, they listen.” The registered manager told us they received very good support from their regional director and the provider.

The registered manager knew the home very well and had a good relationship with staff, people who used the service and their relatives. People and relatives told us they were visible in the service and easy to approach. A relative told us, “The manager is great, and they always call to let me know what is happening.”

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff were positive about working at Heron Court. A staff member told us, “Staff morale is good, we had a few new starters, so they are coming out their shell now. It is a good place to work, I love the residents.”

There were systems in place to effectively monitor the quality and safety of the service. Audits were completed at regular intervals, and we saw evidence of where action had been taken in order to rectify an issue that had been picked up during this process. The staff team understood their roles and responsibilities and knew when to escalate things to the next level. They said that when they had issues, they could raise them and be listened to. Satisfaction surveys were undertaken regularly for people who used the service and relatives. A recent survey for a person recorded, “From the moment I stepped into the home I said it felt homely. Staff always come to see me.”

The service engaged with people, communities and partners to share learning with each other and improve outcomes for people. These included, health and social care professionals, a local nursery, local church and other community events. A professional told us, “Other health professionals regularly visit the home when the dietetics team attend for planned reviews. Most recently the community dental services and the GP were both present in the home whilst reviewing several residents.”

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.