Heron Court

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People's needs were clearly recorded with guidance for staff which centred around people's individual needs and preferences. People's needs were regularly reviewed. People were supported to maintain relationships and follow their hobbies and interests.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People and relatives were positive about the support they received from the service. A person told us, “The carers are so good they don’t interfere, but if I need them, they are here.” Another person said, “I am very lucky, I have a nice room. I watch the birds and I am very happy here.”

Staff knew people well and understood the concept of person-centred care. People had keyworkers in place who took a special interest in their overall care and support. A staff member told us, “It is about the person and what they like.”

We observed positive interactions between people. Staff knew people’s preferences and choices.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People knew how to give feedback about their experiences of care and support and told us communication was good. A relative said, “They do have relative meetings regularly, I do not always go as I am happy with everything.”

The registered manager used resident and relative meetings, customer satisfaction surveys and complaints to listen to people and improve outcomes.

Feedback from people was listened to and acted upon. A “We said, you did” board was on display in the service which demonstrated requested trips out and peoples ideas were carried out, such as pie and mash, which the Chef prepared, trips to the shops and visits from local Children.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People and relatives told us the service supported people to access all services related to their care and support. A relative told us, “My [family member] has access to all the health services they need.” Another relative said, “The GP does visit, and [family member] has access to everything. They follow a process, and this is all done quickly.”

Staff had received training in equality and diversity and understood the requirements to ensure everyone's voices were heard and their rights protected.

Care plans demonstrated a range of professionals had been involved in people’s care and treatment options. Mental Capacity Act assessment records showed involvement with professionals and relatives in decision making. The service were committed to complying with legal equality and human rights requirements, including avoiding discrimination, having regard to the needs of people with different protected characteristics and making reasonable adjustments to support equity in experience and outcomes. A professional told us, “The home engages well with our service. They are accepting of any dietetic visits/telephone appointments that are offered. They have a good understanding of their residents and their individual needs/circumstances.”

People were supported at the end of their life. A relative told us, “Towards the end care staff were with [family member] all the time. We were there every day and had only gone out for a short while but [staff member] sat with [family member] so they were not on their own.”

Staff spoke sensitively about how they supported people who were or were approaching the end of their life. A staff member told us, “We have a yellow ribbon scheme - so on their door they will have a yellow ribbon and a wicker basket in their room with things they like to smell or read. [Person] has wine in their room, and we would dab their lips, so they are still able to experience the taste.”

Care plans contained information about how people wanted to be supported and receive care at the end of their life. The service had access to the hospice service and district nurses for support if needed.