Heatherside Care Home

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Leaders created and embedded a positive and proactive learning culture at the service to maximise people’s safety and enabled them to deliver safe, good quality care and support to people. Leaders supported staff to identify and embed good practice and ensured peoples safety was at the heart of their care delivery.

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.

People we spoke with told us they felt safe. We receive feedback that people felt staff and leaders listened to their views and would take appropriate action to address any safety concerns. For example, one person told us how staff supported them after they experienced a fall which included monitoring how they were and looking to see what may have caused them fall. Another person told us about their experience of a safety incident and said, “[The registered manager] is marvellous she really is. She is always there. [I was] happy with the way it [was] managed.” The provider had processes in place to ensure people and their relatives had opportunities to give feedback on their experience of the care provided. This included opportunities for engagement through residents and relatives’ meetings and feedback on regular surveys throughout the year. We spoke with the leadership team who told us how they review and action peoples feedback to drive improvement.

There was a clear and effective governance structure in place to monitor, review and drive improvement in relation to safety incidents at the location. This included policies and processes in place to ensure appropriate action was taken in response to safety incidents and contemporaneous records were maintained. Where audits identified patterns, themes, or learning opportunities this was shared with staff on a regular basis. Where required, action plans were put in place to drive improvements and recent examples included review of admission processes, home décor and review of best practice guidance tools.

Leaders were engaged and took a proactive approach to identifying and driving improvements. The registered manager and senior leadership team spoke passionately about the importance of listening to and acting on people’s lived experience of the care provided. Staff we spoke with consistently told us they felt supported and there was an open learning culture. Staff confirmed learning and outcomes were shared with them on a monthly basis and that they found this useful. Staff told us they understood their role and responsibilities when safety incidents occurred. Staff were aware of the policies and procedures in place to keep people safe and how they could escalate any concerns. We reviewed evidence that leaders promoted and supported staff to embed a positive learning culture to drive improvement.

We did not look at Safe systems, pathways and transitions during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safeguarding during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Involving people to manage risks during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safe environments during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Safe and effective staffing during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Infection prevention and control during this assessment. The score for this quality statement is based on the previous rating for Safe.

We did not look at Medicines optimisation during this assessment. The score for this quality statement is based on the previous rating for Safe.