Heron House Residential Home

The building is split into three main areas. The main part of the home has 19 en-suite rooms and 8 self- contained apartments. There is also a 13 bedded area, called Quantock, which provides care to people who are living with dementia.

At the time of the inspection 38 people were living at the home.

Staff were inventive in seeking people's views. This included holding a fashion show for people to choose staff uniforms. They also held a competition to name the newly opened bar.

There was a dedicated activities team who oversaw an outstanding activity programme. People had opportunities to continue their hobbies and interests and were supported to do so.

People and their relatives were very complimentary about how activities had been adapted during the pandemic to minimise the risks of loneliness and isolation.

The activity programme was based on people's interests and was inclusive and empowering. People were able to continue to use their skills and were valued members of their community.

The provider and registered manager continually strived to make improvements in accordance with people's wishes and needs. They worked with other professionals and used evidence-based practice to ensure they kept up to date with legislation and best practice.

There were excellent systems to monitor the quality of care including the use of outside consultants. When these systems identified shortfalls, robust action had been taken to ensure ongoing improvements. Lessons learnt were shared with staff and people to make sure everyone was involved.

People benefitted from a registered manager who encouraged and welcomed positive and negative feedback. Their motto was 'Feedback is a gift.' People felt able to discuss any issues with staff and the

management. This all helped to promote an open and learning culture.

People's relatives praised the management of the home and culture they had promoted. People appreciated the openness and transparency of the management.

The staff were very responsive to people's needs and preferences providing different care for people's different needs and wishes. This was demonstrated in the varied décor styles and atmospheres of different areas of the home.

People were supported by staff who had the skills and experience to meet their needs. Bespoke staff training was provided to make sure staff could effectively support people with specialist needs, such as people who were living with dementia.

People were happy and relaxed at the home and with staff who supported them. People felt included and said they felt 'at home.'

People could be assured that at the end of their life they and their families and friends would receive high quality kind and compassionate care. Staff worked with other professionals to enhance their skills in this area and promote comfort and dignity for people.

People felt able to continue to follow their own routines and make choices about all aspects of their day to day lives.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.