Heathlands Care Home

Inspectors found safeguarding arrangements, risk assessments, building checks and infection control measures. Staff knew how to report abuse or concerns.

“People were protected from the risk of harm or abuse.” from the report

Inspectors observed staff showing patience, understanding and compassion. Staff promoted privacy, dignity and independence.

“We observed caring interactions between staff and people using the service.” from the report

Care plans included people's preferences, life history, goals and support needs. They were reviewed with people's and relatives' views included.

“Care plans were detailed, personalised and stated the outcomes and goals to be achieved for each care intervention.” from the report

People had access to different activities and support to keep in touch with family and friends. Inspectors saw people taking part in activities and social events.

“People had access to a range of activities and were supported to maintain links with friends and family.” from the report

People, relatives and staff generally felt listened to by the management. The home used meetings, surveys and audits to review its service.

“The provider had systems in place to involve people using the service, relatives and staff in the development of the service.” from the report

Inspectors found some recent gaps in medicines administration records, including entries saying a person had been sleeping when medicines were given. The staff member involved was removed from medicines duties and retraining was arranged.

“We found there some issues with medicine administration records where there were some recent gaps and entries stating a person had been sleeping when medicines were being administered.” from the report

Some people and relatives were not confident that agency staff understood individual needs. The manager said agency staff were being used less often as permanent staff were recruited.

“The agency staff are not aware of what I need help with.” from the report

Inspectors found that condiments were not offered and some people said the food was too spicy. A recommendation was made to improve the dining experience.

“However, we noted there was no background music playing while people ate and condiments were not offered.” from the report

Some people and relatives said they did not always hear about meetings or what was happening in the home. Inspectors recommended improving communication and involvement.

“I seem to miss some things that are going on, because no one tells me.” from the report

There was no registered manager in post during the inspection. A new manager had been in post for three months and had applied to register, with the application still being assessed.

“At the time of our inspection there was not a registered manager in post.” from the report