Heffle Court

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People were supported by staff who knew them well. People’s needs, preferences and choices were recorded and the care they received was personalised to them. Relatives told us that their loved ones were able to spend time doing activities they chose and enjoyed. Documentation for staff to follow was clear to enable them to support people in a way which was meaningful to them. We observed staff providing person-centred care in a kind and respectful way.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s preferences and choices were recorded, including their likes and dislikes. One person who was at risk of social isolation had care plans in place informing staff that although they were unable to communicate verbally, they liked to have company and used to enjoy music and dancing so particularly like to listen to the radio which they found soothing. Some people had clothing in their wardrobes which did not belong to them. The provider was receptive to the feedback and implemented a new system immediately to minimise this. Relatives told us people were able to spend their time how they chose, some people liked to attend activities in communal areas and others chose to sit in quiet areas reading, watch TV or return to their rooms.

Staff used people’s care documentation to ensure they were aware of people’s needs, understood their preferences, and had information about their lives. Care plans included information about people’s family and previous employment as well as hobbies and preferences. Staff used these to appreciate and understand people’s behaviours and needs. Staff told us they also spent time when they could get to know relatives as this was always a good source of information about people.

Staff were aware of people’s needs and knew people well. We observed staff providing person centred care. For example, following lunch, one person told us they liked to return to their room for a rest. We saw them ask a member of staff who immediately responded and asked if they would like them to walk with the person back to their room and help them get settled.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.