Heritage Care Place

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

Responsive – this means we looked for evidence that the provider met people’s needs. At this assessment we rated this key question good. This meant people’s needs were met through good organisation and delivery.

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 were involved in care planning and reviews of their care.

Staff knew the people they were caring for and treated them as individuals.

Staff were knowledgeable about what people liked and what their preferences were and how best to meet them. People had different communication needs and staff tailored communication methods to each individual as appropriate.

The provider's processes included liaising with other professionals where appropriate and provided continuity of care.

People knew who the registered manager was, and who to contact if needed.

Systems were in place to hold confidential information, and the provider had systems to ensure compliance with the UK General Data Protection Regulations (UK GDPR). Service records were kept locked away or were password protected on electronic devices. This helped to ensure people’s private and sensitive information was only shared with authorised persons.

Staff took the time to communicate with people. People told us care staff understood their needs. Staff were able to effectively communicate with people.

Staff were responsive to people’s needs and took appropriate action to provide people with effective care and support. Staff received support and training to help them enhance communication with people.

People’s communication needs were documented in their care plan. This provided information about people’s individual needs and included information about how the person communicates and details of how to communicate with them.

There was a complaints procedure in place.

People could access health care support for people when needed.

A system was in place to support people to access health care providers. Information was available to people, staff and care professionals as required.

Feedback indicated that there was open communication between management, staff and people. Management encouraged feedback from people. People's equality needs were met. People's cultural and religious needs were met.

Staff were complimentary about working at the agency and said they felt valued by their colleagues and management. Staff were clear about their roles and responsibilities. They were aware of the importance of treating people equally regardless of their abilities, their background or their lifestyle.

Procedures regarding equality and diversity were in place. Staff had completed training to understand how to meet people's diverse needs. Where appropriate, care planning documents included information about people’s religious and cultural needs.

Management carried out monitoring checks of the quality of the service provided through telephone calls.

The registered manager confirmed that at the time of the assessment no one was being supported with end-of-life care or in receipt of palliative care. However, if such support was required, staff would complete the appropriate training. The registered manager expressed a commitment to ensuring such care and support would be personalised.