Positive comments from the report include:
Is the service safe? – People spoken with confirmed that they felt the service was safe.
Comments received from people using the service or their representatives included: "I have no concerns about this home. Staff are good at notifying us of any concerns"; "We are more than happy. My sister is safe"; "I like living here"; "It's okay but I would rather be at home" and "I feel secure here and we all know one another."
Is the service effective? – Comments received from people using the service or their representatives included: "I visit three times a week. It's a lovely environment to visit. The staff are brilliant at coping with people's needs"; "They are very good"; "I have peace of mind now she is being cared for at Heathside Mews"; "The staff keep me informed if there are any issues" and "I like the food and we always get a choice."
Is the service caring? – Staff were observed to treat people with dignity and respect and were attentive and responsive to the needs of people using the service.
Comments received from people using the service or their representatives included: "Staff are excellent at keeping me up-to-date"; "I visit at different times and find people are well cared for"; "The carers are wonderful and respectful"; "The staff support people well and show a lot of respect"; "The staff are superb. They are so caring" and 'They treat her like family and there is a nice rapport between staff and relatives."
Is the service responsive? – Comments received from people using the service or their representatives included: "It's a fabulous home. My mum is very settled"; "There are plenty of activities for people to access"; "I would speak to the manager if I had a complaint but in seven years we have never needed to complain" and "I would speak with the manager if I had a problem with the home but I don't have any issues."
Is the service well-led? – We asked people who used the service or their relatives if they found the service provided at Heathside Mews to be well led. People spoken with confirmed they were happy with the way the service was managed.
One relative stated: "I am delighted with the home. It has made me and my family rest assured."
Likewise, feedback received from staff included: "I have always been supported by the manager" and "The manager is helpful and approachable."
The registered manager engaged positively in the inspection process and was open and transparent. It was evident that the registered manager was keen to operate an open door policy to staff, people living in the home and visitors.
Sarah Gardner who is the Service Manager and the team are pleased with this outcome although disappointed that one area still requires improvement and note this was because a statuary notification had not been sent, procedures have already been reviewed to ensure that this does not happen again.
For the full CQC report please click on the link below: