Heartwell House Residential Care Home

Right Support The provider made sure people were provided with care and support in a safe and clean environment. The provider was responsive and made safe the staircase used by people to access the upper floor. The areas with ongoing building works had been secured to protect people from the risk of hazards.

Staff supported people with their medicines in a way that promoted their independence and achieved the best possible health outcome. Staff made sure people received information about medicines in a way they could understand.

Staff supported people to have the maximum possible choice, control and independence so they had control over their own lives. Staff encouraged people to take part in activities of interest to have a fulfilling and meaningful everyday life.

Right Care People's dignity and human rights were promoted, and people were encouraged to make day to day decisions about the activities and events they wished to participate in. People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

Staff understood how to protect people from poor care and abuse. The service worked with other agencies to do so.

Staff recruitment processes promoted safety. Staff had training on how to recognise and report abuse and

knew how to apply it. Staff turnover was very low, which supported people to receive consistent care from staff who knew them well. People were supported by skilled staff who provided one-to-one support for people take part in activities, and visits and when they wanted.

Staff restricted people's freedom based only on their individual needs and in line with the law.

Right culture The provider was responsive to our feedback and assured us they would strengthen the systems used to monitor the quality of service in relation to people's care plans and staffing. The provider told us they were in the process to recruit a manager for the service. They also assured us the reporting procedures would be revised to ensure staff notified CQC promptly about significant events that affects people's safety.

People's quality of life was enhanced by the service's culture. Staff respected people's rights and acted upon people's views. The provider sought the views of people individually, in house meetings and through surveys.

Staff knew and understood people well and were responsive, supporting their aspirations to live a quality life of their choosing.

Staff were committed to reviewing people's care and support on an ongoing basis as people's needs and wishes changed over time. People and those important to them were involved in planning their care. The service enabled people and those important to them to work with staff to develop the service. Staff ensured risks of a closed culture were minimised so that people received support based on transparency, respect and inclusivity.