CQC report explained · a nursing home
What the CQC found at Heatherbrook
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- People were protected by safeguarding procedures, risk assessments, enough staff and suitable recruitment checks. Medicines were mostly managed safely, but a treatment room was found unlocked and some cleaning records were incomplete.
- Effective?
- Good
- People's needs were assessed, staff were supported with training and supervision, and people had suitable food and access to health professionals. A training plan was being used to address gaps, including catheter care training.
- Caring?
- Good
- People and relatives said staff were kind and respectful. Staff supported privacy, dignity, independence, personal choice and people's equality and diversity needs.
- Responsive?
- Good
- Care plans were detailed and personalised, and staff used electronic prompts to support care tasks. People had activities, accessible information, complaint arrangements and end of life care plans.
- Well-led?
- Good
- The home had an open culture, clear lines of accountability and quality checks. There was no registered manager at the time, but an acting manager was applying to register.
What inspectors found, March 2020
Rated Good; inspectors found kind, personalised care, with some medicines, cleaning and staff training issues addressed during or after the inspection.
This was an unannounced inspection on 19 February 2020. Inspectors spoke with people, relatives and staff, and checked care plans, medicines records, staff files and management records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, suitable risk assessments, kind care, personalised plans, activities and systems for monitoring quality.
There were some shortfalls. A treatment room used for medicines was unlocked, cleaning records were incomplete on one floor, and some staff training was not up to date. The home took action during or after the inspection.
A Good rating means the inspection found the service met the relevant standards at that time. It does not mean that every part of the service was perfect.
Kind and respectful care
People and relatives described staff as kind and caring. Inspectors saw staff respecting privacy and supporting people's dignity and independence.
“People told us they were treated in a caring and respectful way by staff.” from the report
Personalised care plans
Care plans were detailed, person-centred and regularly reviewed. People and relatives were involved in developing them.
“These were of a good standard, detailed and personalised around the needs of the individual.” from the report
Enough staff
People and staff said staffing levels were sufficient. Inspectors observed staff providing support promptly and without appearing rushed.
“We observed staff were able to carry out their duties in an unhurried manner and attend to people promptly when they needed support.” from the report
Activities and relationships
People had group and one-to-one activities, and relatives were welcomed and involved where appropriate.
“We observed a music quiz which was well attended by people and records showed other activities included a knitting club, safe darts, bowls and films.” from the report
Medicine room left unlocked
seriousThe treatment room used to store medicines was unlocked while medicines were being administered. The manager secured it immediately, and an electronic keypad was installed afterwards.
“We found the treatment room on the first floor, which was used to store medicines, was unlocked.” from the report
Cleaning records incomplete
needs fixingThe home was visibly clean, but cleaning schedules on the ground floor had not been maintained since October 2019. The provider addressed this after the inspection.
“We found they were maintained on the first floor, but on the ground floor they had not been maintained since October 2019.” from the report
Some training was overdue
needs fixingNot all staff training was up to date after the provider took over. A training plan was in place, and the home ensured at least one nurse with catheter care training was on duty.
“The provider had identified that since they took over the service not all staff training was up to date and we saw a training plan was in place to address training shortfalls.” from the report
No registered manager
minorThere was no registered manager at the inspection. An acting manager was responsible for day-to-day management and was applying to register with CQC.
“The service did not have a registered manager in place at the time of inspection.” from the report
- 01Has the treatment room remained secure since the electronic keypad was installed?
- 02Are cleaning schedules now completed and checked on every floor?
- 03Has all staff training, including catheter care training, been brought up to date?
- 04Has the acting manager completed the application to register with CQC?
- 05How are people and relatives' views now collected, including through the planned surveys?
This was a planned inspection covering all five CQC questions, including both the premises and the care provided. This explanation was written from the published report of 10 March 2020 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 Heatherbrook
4 rated inspections over 5 years: the service has held its Good rating throughout.
- March 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2017Goodstayed GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- November 2015Goodstayed GoodSafe: Good
- April 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- November 2019
Registered with the Care Quality Commission on 4 November 2019.
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.
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At least 100 live-in carers within about an hour of Havering
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 £980 to £1,230 a week. 81 can care for a couple. 11 years' experience on average.
“Sidonia is a first class live-in carer whose dedication and thoughtfulness made her stay a happy experience.”
“Always on time and with a lovely smile for my mum. Theresa is kind and sensitive to my mum's needs.”
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.