Heathbrook House Care Home

People thought their home was well managed. Relatives shared mixed views on the leadership of the home. Management changes had occurred since our last inspection and staff explained how those changes had made them feel unsettled and unsupported. Plans were in place to further improve staff morale to ensure staff felt listened to and valued.

People received their medicines when they needed them which demonstrated improvement had been made in this area. Action to ensure current best practice medicine management guidance was followed by staff was taken after our visit.

The home was clean, and staff knew how to manage risks. Action taken since our last inspection had started to improve risk management. Staff were recruited safely, and enough staff were on duty to meet people's needs. Relatives and staff spoke positively about staffing levels. People felt safe and relatives shared that viewpoint. Staff had completed safeguarding training and knew how to protect people but the providers processes to keep people safe were not consistently followed.

Feedback from people and their relatives was welcomed and listened to. The management team were open and honest during our visit and they used our feedback to focus their improvement activities. Staff knew the people they cared for well and most people's care records contained enough information to help staff provide safe and responsive care. Further information was added to some people's care records the day after our visit.

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.

People were supported to maintain relationships that were important to them and they were happy with the

social activities available to occupy their time. People knew how to complain and a process was in place to respond to complaints.