CQC report explained · a nursing home
What the CQC found at The Heights
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People were protected from abuse and risks were reviewed. Medicines were stored and recorded safely, staffing levels were adjusted to people's needs, and falls reduced by 38% over 12 months.
- Effective?
- Outstanding
- Staff had detailed knowledge and strong clinical skills. People received personalised assessments, suitable training, nutritional support and prompt help from healthcare professionals.
- Caring?
- Good
- Staff formed caring relationships, knew people well and respected their privacy, dignity and independence. People and relatives gave positive feedback.
- Responsive?
- Good
- Care and activities were personalised, with key workers, accessible activity information and support for people at the end of life. Complaints were investigated, but this area no longer met the criteria for Outstanding.
- Well-led?
- Outstanding
- The home had strong leadership, regular audits and a clear improvement plan. Staff, families and community organisations were involved in developing the service.
What inspectors found, February 2019
Rated Outstanding overall; inspectors found highly effective, caring and well-led care, with Safe, Caring and Responsive rated Good.
This was an unannounced inspection on 13, 14 and 19 November 2018. Inspectors spoke with people living in the home, relatives, staff and a healthcare professional. They reviewed care plans, medicines records, staff records, rotas, complaints and quality checks.
The home was rated Outstanding overall. Effective and Well-led were rated Outstanding. Safe, Caring and Responsive were rated Good. Inspectors found skilled staff, detailed knowledge of people's needs, strong links with health professionals and a supportive management culture.
The home was Outstanding overall at the previous inspection. Effective improved from Good to Outstanding. Responsive changed from Outstanding to Good because the home no longer met the criteria for the higher rating in that area.
Skilled care
Inspectors found staff highly skilled and able to identify changes in people's health quickly. Staff worked well with families and health professionals.
“People received care from highly skilled staff who completed a thorough induction.” from the report
Personalised support
Staff built a detailed understanding of people's histories, preferences, relationships and ambitions. This helped people take part in meaningful activities and maintain independence.
“People received highly individualised care as staff were committed to cultivating a thorough understanding of people's health, wellbeing needs, social histories, important relationships and preferences.” from the report
Nutrition and mealtimes
The chef involved people and families in menu planning. People at risk of malnutrition received individual support to maintain a healthy weight.
“The chef took a collaborative approach to menu planning and held regular meetings with people and their families to ensure foods were nutritious and enjoyable.” from the report
Strong leadership
The management team had a clear improvement plan and regularly checked safety and quality. Staff felt supported and were encouraged to suggest changes.
“The service was extremely well led.” from the report
Community links
The home worked with local schools, a nursery and other organisations. This helped people remain connected with their local community.
“Staff at the service were highly successful in integrating with the local services and organisations.” from the report
Inspectors raised no specific concerns in this report.
- 01The Responsive rating fell from Outstanding to Good. What specifically led to this change?
- 02How will you make sure activities continue to match my relative's interests, abilities and communication needs?
- 03How do you assess staffing levels when people's needs change?
- 04How would you support my relative if they lost weight or were at risk of malnutrition?
- 05How would you respond if my relative became unwell or needed urgent help from healthcare professionals?
This was an unannounced inspection that looked at the premises and care provided, and assessed all five CQC questions. This explanation was written from the published report of 5 February 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 The Heights
2 rated inspections over 3 years: the service has held its Outstanding rating throughout.
- February 2019Outstandingcurrent ratingstayed OutstandingSafe: GoodEffective: OutstandingCaring: GoodResponsive: GoodWell-led: Outstanding
- April 2016OutstandingSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- June 2014
Report published without a new overall rating.
- February 2014
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- May 2012
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 29 November 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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89 live-in carers within about an hour of Buckinghamshire
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 £1,300 a week. 79 can care for a couple. 13 years' experience on average.
“We can all fully relax around Nyarai and she feels like part of our family, which is no mean feat!”
“She was v competent and confident and we felt our mum was safe in her care. She supported us through a difficult time.”
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.