Heatherstones Court

The last comprehensive assessment was carried out in August 2018 and the service was rated Good. Our decision to inspect the service was due to the age of this rating.

Although there was only 1 person receiving personal care when we carried out this assessment, we reviewed information and feedback received from people who had stayed at Heatherstones Court since the change in management in 2021.

The provider demonstrated an outstanding, person‑centred approach to care, underpinned by a strong learning culture, highly effective leadership and robust governance. Care was planned and delivered collaboratively, with people placed at the centre of decision ‑making and supported to regain independence. The service worked exceptionally well with health, social care and housing partners to provide joined up‑ support. Information was shared effectively to ensure continuity.

There was an exceptional culture of kindness, compassion and respect, with people consistently treated with dignity, warmth and empathy. Feedback from people, relatives and professionals repeatedly described care as outstanding, with staff going above and beyond to meet both practical and emotional needs.

Staff showed an outstanding commitment to promoting independence, choice and control. People were actively encouraged to do as much as possible for themselves, supported through individualised reablement and rehabilitation approaches that built confidence and skills.

Workforce wellbeing was also prioritised, with staff feeling valued, supported and empowered. This strong staff culture directly contributed to the consistently high standard of person-centred, compassionate care delivered.

Information was provided in ways that met individual communication needs, demonstrating excellent compliance with the Accessible Information Standard.

People were supported to share feedback, raise concerns and be involved in decisions about their care through regular contact, reviews and surveys.

Leadership was a significant strength. Leaders were inclusive, compassionate and highly capable, with the registered manager and deputy manager visible, approachable and leading by example. Their person-centred leadership style fostered a positive, motivated culture where staff felt valued, empowered and trusted, resulting in excellent experiences for people and a confident workforce. A strong focus on learning, innovation and continuous improvement further strengthened the service and supported consistent, high-quality delivery.