CQC report explained · a residential care home
What the CQC found at Herons Lea Residential Home Limited
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured that infection risks were being managed through PPE, testing, cleaning, visiting procedures and an up-to-date policy. They noted that touch-point cleaning records should show cleaning more than once a day, and that some staff wore watches.
- Effective?
- Good
- Does the care work? Training, consent, food and drink, working with GPs and nurses.
- Caring?
- Outstanding
- Are people treated with kindness and dignity?
- Responsive?
- Good
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Good
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, February 2022
Inspected but not rated; inspectors were assured about infection control and visiting, with some hygiene recording points to improve.
This was an announced, targeted inspection on 27 January 2022. Inspectors looked at infection prevention and control, visiting arrangements and whether COVID-19 staffing pressures were affecting the home.
Inspectors were assured that the home was using PPE safely, arranging testing, managing visitors and admissions safely, and keeping its infection control policy up to date. Staff had infection control training and access to current guidance.
The home had clear cleaning checklists and had followed government visiting guidance. Inspectors asked it to consider recording touch points being cleaned more than once a day, and reminded it about staff wearing watches and keeping their arms clear for hand hygiene.
The service was inspected but not rated. This was not a full assessment of all five areas of care, so it does not provide an overall Good, Requires improvement or Inadequate rating.
Infection control training
Staff had ongoing training and could refer to current infection control, testing and visiting guidance.
“Staff had ongoing training in infection control and effective use of personal protective equipment (PPE).” from the report
Testing and vaccination checks
The home had a testing process for people, staff and visitors. It also kept vaccination records for staff and checked visiting professionals.
“The service had developed a good testing regime for people, staff and visitors.” from the report
Visiting arrangements
The home followed government guidance for visits, including testing and booked slots, with unrestricted visiting for people receiving end of life care.
“The provider was following government guidance for visiting.” from the report
PPE and infection measures
Inspectors were assured that PPE was being used safely and that the home had measures to prevent and manage outbreaks.
“We were assured that the provider was using PPE effectively and safely.” from the report
Cleaning records
minorInspectors asked the provider to consider making sure records showed touch points were cleaned more than once a day.
“we have asked the provider to consider ensuring recording shows touch points are cleaned more than once a day.” from the report
Hand hygiene practice
minorSome staff were wearing watches, which inspectors said could affect thorough hand hygiene. The provider was asked to remind staff about best practice.
“We observed some staff were not bare below the elbow, they had watches on.” from the report
- 01How often are touch points cleaned now, and how do you record this?
- 02Have all staff been reminded not to wear watches or other items that affect hand hygiene?
- 03How are COVID-19 testing arrangements managed for residents, staff and visitors now?
- 04How do you check that visiting professionals meet vaccination or exemption requirements?
- 05What arrangements are in place if a resident is receiving end of life care?
This was a targeted inspection of infection prevention and control, visiting arrangements and COVID-19 staffing pressures; it was not a full assessment of all five key questions. This explanation was written from the published report of 19 February 2022 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, May 2018
Rated Good; inspectors found exceptionally caring staff, with all other areas rated Good.
This was a routine, comprehensive inspection on 4 and 17 April 2018. The first visit was unannounced. Inspectors spoke with people living in the home, relatives, staff and health professionals. They also checked care records, staff files, training records, medicines, complaints and quality checks.
People told inspectors they felt safe and well cared for. Staff understood people's needs and preferences. Care was personalised, medicines were managed safely, and there were enough staff. People were supported with healthcare, food, activities, family contact and end of life care.
The home was rated Good overall. Safe, Effective, Responsive and Well-led were all rated Good. Caring improved from Good to Outstanding because inspectors found exceptional kindness, compassion and attention to people's individual lives.
Exceptional kindness
Staff showed very strong compassion and treated people as individuals. Inspectors saw this in staff behaviour, feedback from families and the attention given to people's comfort.
“Staff showed exceptional kindness and caring towards people.” from the report
Personalised support
Staff knew people's life histories, interests and preferred routines. This helped people continue activities that mattered to them, such as gardening.
“Staff were exceptionally caring and knowledgeable about people's needs, wishes and preferred routines.” from the report
Safe medicines care
People received medicines on time. Staff had medicine training and checks were carried out to make sure medicines were given correctly.
“People's medicines were safely managed and people received their medicines at the right time.” from the report
Good activities and relationships
People were supported to stay in contact with family and friends and to take part in activities, outings and community events.
“The provider, registered manager and staff had a strong ethos in encouraging the community to be part of the home to enrich people's lives.” from the report
A storage area needed a stronger lock
minorOne bathroom was being used to store cleaning products and was initially secured only by a bolt. A lock needing a key was fitted by the second inspection day.
“We discussed how likely people may have been able to access this and by the second day of inspection, the door had a lock fitted” from the report
- 01Have all radiator covers now been fitted, particularly in corridors and areas not protected by furniture?
- 02How are medicines checked to make sure they are given safely and on time?
- 03How will staff use my relative's life history, interests and routines to plan their daily care?
- 04What activities and outings would be available for my relative, including opportunities to stay in touch with family?
- 05How are changes in my relative's health, nutrition and end of life wishes recorded and shared with healthcare professionals?
This was a routine comprehensive inspection covering all five CQC questions, with the overall rating remaining Good and Caring improving to Outstanding. This explanation was written from the published report of 24 May 2018 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 Herons Lea Residential Home Limited
2 rated inspections over 2 years: the service has held its Good rating throughout.
- February 2022Inspected but not ratedcurrent ratingSafe: Inspected but not rated
Read what inspectors found at Herons Lea Residential Home Limited →
- May 2018Goodstayed GoodSafe: GoodEffective: GoodCaring: OutstandingResponsive: GoodWell-led: Good
Read what inspectors found at Herons Lea Residential Home Limited →
- January 2016GoodSafe: GoodEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Good
- December 2013
Report published without a new overall rating.
- June 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- December 2010
Registered with the Care Quality Commission on 23 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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17 live-in carers within about an hour of Devon
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 £1,020 to £1,270 a week. 15 can care for a couple. 13 years' experience on average.
“She is such a warm and gentle person while being professional and competent at the same time.”
“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
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.