CQC report explained · a residential care home
What the CQC found at Heather House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found trained staff, detailed risk assessments, safe medicines arrangements and enough staff to meet people's needs. The home was clean and fire safety arrangements were in place.
- Effective?
- Good
- Staff received induction, training and supervision. People were supported with nutrition, healthcare appointments, activities and decisions made under the Mental Capacity Act.
- Caring?
- Good
- People were treated with kindness, dignity and respect. Staff offered choices and supported people to express their views, including people who could not communicate verbally.
- Responsive?
- Good
- Care was personalised and adapted when people's needs changed. People were supported to maintain family relationships, join community activities and develop independence.
- Well-led?
- Good
- The manager and deputy manager promoted person-centred care and used audits to monitor quality. Inspectors recommended support and training about running staff meetings, as staff were not clearly involved in setting agendas.
What inspectors found, August 2019
Rated Good; inspectors found safe, kind and personalised care, with staff meetings needing improvement.
This was an unannounced inspection over four days in July 2019. Inspectors spoke with people living at the home, relatives, staff and professionals. They reviewed care records, medicines records, recruitment files and management records.
The home supported nine people with learning disabilities, although it was registered for up to 10. Inspectors found that people were safe, treated with kindness and supported to make choices. Staff helped people take part in activities, maintain relationships and become more independent.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. The previous overall rating was also Good, published in July 2018. The provider had changed since that rating.
Personalised support
Care plans and risk assessments were detailed and tailored to people's needs. Staff adjusted support when people's needs or preferences changed.
“Care plans and risk assessments for people were personalised and detailed.” from the report
Choice and independence
People were supported to make choices, take part in everyday tasks and build independence. Staff used activities and support plans to help people gain new skills.
“People's support focused on them having as many opportunities as possible for them to gain new skills and become more independent.” from the report
Kind and respectful care
Inspectors saw a friendly atmosphere. Staff understood people's communication and treated them with dignity and respect.
“People were well-treated by staff who understood their needs and were able to anticipate their requirements.” from the report
Safe care arrangements
Staff understood safeguarding and personal risks. Medicines, finances, recruitment and infection control were managed safely.
“People were protected from the risk of abuse by staff who were trained in safeguarding.” from the report
Staff meetings
needs fixingMinutes did not show that staff were openly invited to contribute to agendas or discussion topics. Inspectors recommended support and training for the management team.
“We recommend the provider seeks support and training for the management team about running staff meetings.” from the report
Wayfinding signs
minorSigns to help a person living with dementia orientate themselves around the home were not yet in place during the inspection. The manager said the signs had been ordered.
“Signs had not been put in place to support people living with dementia to orientate themselves around the home.” from the report
- 01How are staff now involved in setting the agenda and contributing to staff meetings?
- 02What support and training has the management team received about running staff meetings?
- 03Have the signs for helping people living with dementia orientate themselves around the home now been installed?
- 04How will you support my relative to choose activities and build independence?
- 05How will you involve my relative and our family in care planning and decisions about support?
This was an unannounced inspection covering all five key questions for the care home; the registered community home-care service was not being provided at the time. This explanation was written from the published report of 31 August 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Heather House
Each visit the CQC has published, newest first, back to the day the home was registered.
- August 2019Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2018
Registered with the Care Quality Commission on 4 September 2018.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
48 live-in carers within about an hour of Gateshead
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £950 to £1,240 a week. 42 can care for a couple. 10 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.