Heritage Care Place

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At this assessment we rated this key question good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 told us care staff were kind and caring. A person said, “[Care staff] are very much so kind.” Another person told us, “I am happy with the carers. They are so kind and helpful,” People felt valued by care staff who showed an interest in their well-being and supported them with compassion.

Staff spoke about people in a respectful manner and demonstrated empathy. They told us they prioritised spending time with people so they felt comfortable in their presence.

A care planning and review process was in place. People were encouraged to provide feedback to ensure the service was meeting people’s needs and we saw documented evidence of this.

People told us they were treated well by care staff and raised no concerns about this aspect of the care they received.

Staff told us they respected people as individuals and respected their backgrounds, including their cultural and religious beliefs. Care staff were matched with people based on their personality, interests and cultural needs.

Staff had received training in equality and diversity. Policies and procedures were in place which covered equality, diversity, and discrimination.

People were supported to make choices about their care and support where possible. Care staff had established positive relationships with the people they supported. Staff promoted people’s independence and encouraged them to do as much as possible for themselves.

The majority of people told us care staff were responsive and attentive in relation to their needs. A person said, “I have not complained before but feel able to voice my concerns if I needed to. They would take it on board I know.”

Staff told us they knew people well. People mostly received care from the same small team of care staff.

Staff spoke positively about working at the agency. All the staff we spoke with told us they felt supported and valued by the management team. Staff told us they could raise concerns and ask questions and were confident these would be addressed.

Management had an open-door policy. Staff were encouraged to speak up and raise concerns.