Heed Care Ltd

The provider assessed and reviewed people's needs effectively with care and treatment planned and delivered in line with best practice and partnership working. Care was personalised, with people and their relatives fully involved in decisions about their care. The provider supported people to live healthier lives, proactively addressing changes in their health and wellbeing. Monitoring and improving outcomes was a key focus, with evidence of significantly improved physical and emotional wellbeing for people, especially those experiencing significant mental health crisis. People were treated with kindness and compassion, with staff building trusting relationships through consistent care. The provider respected people's privacy and promoted their independence and choice. Staff were responsive to people's immediate needs, particularly during times of emotional distress or crisis, providing timely and compassionate support. Staff understanding of people's cultural requirements had positive benefits, as it helped to enhance communication, trust, and the overall level of care.

The provider cared about staff wellbeing, ensuring the staff team felt valued and supported. Staff and relatives praised the open and honest communication from the management team, which fostered a learning culture to improve people’s care. The provider had effective systems for listening to people’s feedback, with people and their relatives confident in raising issues. Leadership was strong, with a clear vision and strategy for delivering high-quality care. The registered manager provided effective leadership, promoting a positive culture and encouraging staff involvement. Governance systems were robust, with regular audits and feedback used to monitor and improve service quality. The provider engaged and involved people, their relatives, and staff in the running of the service, fostering a culture of continuous improvement and innovation. The management team were open to feedback and further learning and improvement. Leaders were visible, knowledgeable and supportive, helping staff develop in their roles. The management team were committed to ensuring people received fair and equal care and treatment. They advocated on their behalf when needed, which health and social care professionals appreciated. Staff felt supported to give feedback and were treated equally, free from bullying or harassment. The provider was proactive in creating strong links with local community organisations, which helped to enhance the support and resources available to people, ensuring their cultural and diverse needs were met effectively.