Heathercroft

The last rating for this service was good (published 12 November 2019). This comprehensive assessment was undertaken looking at all quality statements under the 5 key questions. It was conducted due to the length of time since our last rating. Following this assessment, the service remains rated good.

We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities that most people take for granted.

People were protected and kept safe. Staff understood and managed risks well. The facilities and equipment met people’s needs, were kept clean and were well‑maintained. Staff managed medicines safely. There were enough staff with the right skills, qualifications and experience. Staff understood their roles and responsibilities. Managers made sure staff received training and regular appraisals to maintain good-quality care. The service promoted the wellbeing of their staff. They strongly valued diversity in their workforce and had an inclusive and fair culture.

People participated in assessments and decisions about the care they received. Care plans were personalised, flexible and updated in response to changes in the person’s needs. Staff adapted support quickly when the person became unwell. People had enough to eat and drink to stay healthy. Staff always supported people to fully maximise their independence, choice and control. Staff enabled people to give informed consent.

Staff treated people with kindness and compassion, and respected individuals’ privacy and dignity. People were treated as individuals and had their preferences and choices respected. Staff responded to people’s needs in a timely way. Staff understood how people preferred to communicate and ensured important information they needed was available in easy to understand and accessible formats. People received fair and equal care and the service worked to reduce health and care inequalities through training and feedback.

Managers and senior staff were visible, knowledgeable and supportive, helping staff develop in their roles. Staff described the managers and senior staff as approachable and inclusive. The provider encouraged feedback, acted on concerns, and managed complaints appropriately. Governance arrangements were effectively operated and the provider maintained clear oversight of care quality and safety through regular checks, audits and reviews. They demonstrated an ongoing commitment to having a shared vision and culture with managers and staff based on continuous learning and improvement. The service worked well with external health and social care professionals and bodies.