What the CQC found at Heartly Green

People and relatives said they felt safe. Staff understood safeguarding, staffing was considered sufficient, and medicines were managed by trained staff whose competence was checked.

“Medicines were managed safely, by staff who had been trained and had their competency to administer medicines assessed at least once a year.” from the report

People described staff as caring and respectful. Inspectors found that people were offered choices and supported to maintain their independence.

“People were treated with dignity and respect by staff who knew them well.” from the report

The home was clean and infection control procedures were in place. Safety checks, fire arrangements and personal evacuation plans were also recorded.

“The home was clean with effective cleaning and infection control processes in place.” from the report

The home used audits and an improvement plan. Inspectors found that the issues they identified had already been recorded as actions for improvement.

“Any issues we identified during the inspection were already listed on the improvement plan, which indicated the audit process was effective.” from the report

The quality and amount of information varied between care plans. This could make it harder for staff to have a consistent record of each person's needs and wishes.

“Some care plans contained lots of person centred information and details of people's background and life histories, whereas others contained more limited information.” from the report

Supplementary charts for areas such as personal care and welfare checks were not always completed consistently or in enough detail.

“We also found supplementary charts; used to document specific aspects of people's care such as personal care or welfare checks, were being completed inconsistently.” from the report

Activities were offered, but written records were not being kept at the time of the inspection. This meant inspectors could not confirm whether the schedule was followed or how often people joined in.

“As such, we could not confirm the activity schedule was being followed or how often each person took part in activities of their choosing.” from the report

Information was available in different formats, but some posters, including information about complaints, were not laid out clearly enough for everyone on each unit.

“However, the layout of posters used to explain and communicate information to people living at the home, for example the complaints process, required further consideration, to ensure people on each unit could understand them.” from the report