Heritage Healthcare North East

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.

Systems were in place for people to receive their medicines in a safe way. Risk assessments were in place and they accurately identified current risks to the person as well as ways for staff to minimise or appropriately manage those risks.

Staff had a good understanding and knowledge of people's care and support needs. They received the training they needed and were well-supported. The service assisted people, where required, in meeting their health care and nutritional needs.

People were positive about the care and support they received from care workers. Staff had developed good relationships with people, were caring in their approach and treated people with respect.

Improvements were required to some systems to ensure that care was person-centred and that people were supported to have maximum choice and control of their lives. Staff supported people in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There were some opportunities for people, relatives and staff to give their views about the service. The provider undertook a range of audits to check on the quality of care provided. We advised that more regular consultation with people would give them the opportunity to feedback to ensure person-centred care was being provided.

People and staff said improvements were required to communication. Processes were in place to manage and respond to complaints and concerns.