CQC report explained · a residential care home
What the CQC found at Heron House Residential Home
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- The inspection looked at infection prevention and control rather than the whole Safe question. Inspectors were assured that the home managed infection risks effectively and that cleanliness standards were excellent.
- Effective?
- Good
- People had detailed assessments and care plans, trained staff and access to healthcare professionals. Their nutritional, communication and consent needs were supported.
- Caring?
- Good
- No separate Caring rating was given in this focused inspection. Inspectors described people as happy and relaxed and saw staff provide respectful, person-centred support.
- Responsive?
- Outstanding
- Care and activities were adapted to people's interests, abilities, relationships and wishes. People were supported to maintain independence, take part in community life and fulfil personal ambitions.
- Well-led?
- Outstanding
- Leadership was open and strongly focused on improvement. The home used audits, feedback, complaints and outside advice to identify shortfalls and make changes.
What inspectors found, August 2023
Heron House Residential Home was rated Outstanding overall, with exceptionally responsive and well-led care; safe care was inspected but not re-rated.
This was an unannounced focused inspection on 26 and 27 July 2023. Inspectors spoke with people, relatives, staff and trustees. They also observed care and checked care plans, assessments, complaints, audits and training records.
The home provided highly personalised care. People were supported to keep their routines, interests, relationships and independence. Inspectors found an outstanding activity programme, kind end-of-life care and staff who understood people's individual needs.
Effective care was rated Good. Responsive care and leadership were rated Outstanding. Safe care was inspected only for infection prevention and control and was not rated. The overall rating changed from Good at the previous inspection to Outstanding.
Personalised activities
The home offered activities every day and adapted them to people's hobbies, abilities and wishes. People were supported to stay connected with their community and try new experiences.
“There was a dedicated activities team who oversaw an outstanding activity programme.” from the report
Individual care
Assessments and care plans included people's preferences, interests and aspirations. Staff adapted support so people could keep their independence and daily routines.
“Care plans were very comprehensive and gave staff the information they required to provide individual care to people.” from the report
Strong leadership
Managers encouraged feedback and acted on audits, complaints and people's suggestions. Inspectors found an open culture focused on learning and improvement.
“Quality assurance systems were embedded into the culture of the home.” from the report
End-of-life support
Staff received palliative care training and worked with other professionals to support comfort, dignity and families at the end of life.
“People could be confident that at the end of their lives they would receive kind and compassionate care.” from the report
Infection control
Inspectors were assured that infection risks were managed, including the use of protective equipment and responses to outbreaks. The home was described as exceptionally clean.
“Standards of cleanliness throughout the home were excellent.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you adapt the activity programme to my relative's hobbies, abilities and communication needs?
- 02How would you involve my relative and our family in creating and reviewing their care plan?
- 03What support would be available to help my relative remain independent and follow their usual routines?
- 04How would you manage my relative's specific health, nutrition or dementia-related needs?
- 05How do you involve families in decisions and respond if we have a concern or complaint?
This was a focused inspection of Effective, Responsive and Well-led, with infection prevention and control also checked under Safe; the other Safe rating was carried forward from the previous inspection and Caring was not separately rated. This explanation was written from the published report of 16 August 2023 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.
What inspectors found, April 2021
Heron House Residential Home was inspected but not rated; inspectors were assured about infection control and found good support for visits, activities and communication.
This was an announced, targeted inspection on 24 March 2021. It looked at infection prevention and control during the COVID-19 pandemic, rather than carrying out a full inspection of the home.
Inspectors were assured that the home was managing infection risks. This included visitor arrangements, social distancing, admissions, personal protective equipment, testing, cleaning and outbreak planning. The home also had audits and checks to make sure staff followed the required procedures.
People had different ways to stay in touch with family and friends, including safe visiting areas, video calls and phone calls. People also had activities and entertainment. Staff said they felt supported and safe, and praised the manager's communication.
The overall rating was 'Inspected but not rated'. The Safe question was also inspected but not rated. The report does not give ratings for the other four questions.
Infection control
Inspectors were assured that the home used PPE safely and had arrangements to prevent and manage infections.
“We were assured that the provider was using PPE effectively and safely.” from the report
Family contact
The home provided different ways for people to keep in touch with relatives, including safe visiting areas and video or phone calls.
“There were various ways for people to see and keep in touch with friends and family.” from the report
Activities
People continued to have daily activities, special events and drives in the minibus.
“People continued to have access to a variety of activities and entertainment.” from the report
Staff communication
Staff said they felt supported and safe. They praised the manager for keeping people, families and staff informed about changes.
“Staff we spoke with praised the registered manager for how well they kept people, families and staff up to date” from the report
Inspectors raised no specific concerns in this report.
- 01How are the infection prevention audits and staff competency checks carried out now, and what did the most recent checks find?
- 02What visiting arrangements are currently available, and how can relatives use video or phone calls if they cannot visit?
- 03What training, PPE and testing are required for a family member acting as an essential carer?
- 04What activities and entertainment are currently available, including activities for people living with dementia?
- 05When was the home last fully assessed for care effectiveness, kindness, responsiveness and management?
This was a targeted inspection of infection prevention and control during the COVID-19 pandemic; the service was inspected but not rated and the other key questions were not assessed. This explanation was written from the published report of 1 April 2021 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 Heron House Residential Home
4 rated inspections over 8 years: the service has improved, from Good to Outstanding.
- August 2023Outstandingcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
Read what inspectors found at Heron House Residential Home →
- April 2021Inspected but not ratedSafe: Inspected but not rated
Read what inspectors found at Heron House Residential Home →
- November 2019Goodstayed GoodEffective: GoodResponsive: OutstandingWell-led: Good
- April 2017Goodstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- October 2015GoodSafe: GoodEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Good
- March 2014
Report published without a new overall rating.
- January 2013
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 6 December 2010.
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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76 live-in carers within about two hours of Somerset
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Most charge £1,020 to £1,370 a week. 62 can care for a couple. 12 years' experience on average.
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