Heaton Vale

Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

At the time of our inspection there were 10 people using the service, of which 8 people were receiving support with personal care.

Right support People were not supported to have maximum choice and control of their lives and staff did not support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not support this practice.

Processes were in place to assess people under the principles of the Mental Capacity Act (MCA) however, we found that the service was not always working in line with this.

Robust care plans were in place which provided guidance for staff on how the person wished to receive their care. However, improvements were required over records staff completed to evidence how the person spent their day.

We received mixed responses from people and relatives regarding staffing levels, which meant that people could not always access activities they wished to complete. However, relatives reflected recent improvement in staffing and the challenges that the care sector faces in recruiting staff. The provider was able to demonstrate on-going recruitment and improvements in recent months.

Safe recruitment processes were followed. Staff received on-going training and development to support them in their roles.

People were encouraged to have choice and support was personalised to their wishes. Staff supported

people to be as independent as possible in their homes and out in the community.

Right Care People were positive about the care and support they received. People were treated with dignity and respect by staff knowledgeable about the person and their support needs.

People were supported to be as independent as possible in the home. Staff knew people well and spoke passionately regarding the people they supported and working for the provider.

Relatives were positive regarding their loved ones living at the service and support that was provided.

Right Culture: Relatives gave mixed feedback regarding communication and involvement with the service. With some relatives sharing their wish for communication to be improved.

We identified some improvements were required in relation to medicines and the provider policy to ensure that staff were clear of their responsibilities.

Staff spoke positively about the management team and felt supported to develop in their roles.

People who lived in the service overall spoke positively about the staff and the support they received.

The registered manager, management team and staff demonstrated a personal-centred culture which focused on meeting people's individual needs.

Professionals gave positive feedback of partnership working with management and staff at Heaton Vale and achieving outcomes for people.

The registered manager was committed to making continued improvements.