A national care watchdog has given Heather View the seal of approval, with relatives and residents praising its caring and attentive team members.
The Care Quality Commission’s (CQC) report gave Heather View an overall ‘Good’ rating, following an unannounced inspection.
The home received ‘Good’ ratings in all five categories, including safety, effectiveness, level of care, responsiveness and having a well-led service.
The range of activities on offer, all based on residents’ preferences and past hobbies, was commended by the inspectors. For instance, people have the opportunity to take part in arts and crafts sessions in the home’s art room, armchair yoga classes and a choir. The home had also sourced audio books for a resident with visual impairment, as they previously enjoyed reading.
Inspectors were impressed with the relationships the team has developed with Crowborough groups, including local Brownies. The home raised funds for the troop after a resident and former Brown Owl suggested it, and later visited them to prese
nt them with a cheque. Heather View also has excellent links with a local nursery group, which promotes intergenerational relationships within the home.
The inspectors commended the individualised, person-centred approach to care offered by the team to residents. Before moving into the home, it was noted that residents’ needs are thoroughly assessed to ensure adequate support can be provided, and tailored care plans are created, including people’s preferences, background and personal history. The home ensures that residents and their families are included throughout the process, and are invited to provide feedback and suggestions.
The team’s person-centred approach to care is also carried through to meal times, as inspectors observed. Residents are supported to eat a balanced diet, and had access to fruits and snacks throughout the day. A relative said: “The food is brilliant; [relative] is allergic to dairy and the chef has developed a diet especially for them.” Residents’ feedback is always sought through regular meetings with the home’s chef. One resident commented: “We have meetings with the chef, I suggested a help-yourself style meal at lunch time”.
Risks assessments are regularly carried out, and specific processes are in place to ensure residents feel safe. For example, a resident at risk of falls was given an additional alarm on their wrist should they be too far from a call bell. One relative commented: “I have been on holiday for three weeks and it was so reassuring to be able to leave [relative] knowing they would be totally safe.”
Inspectors noted that residents were supported to live as independently as possible. For example, a resident is regularly helping in the kitchen, which also helps them feel valued.
Commenting on the ‘Good’ rating, home manager, Natasha King, said: “Team members at Heather View have worked tirelessly to ensure we offer a true home-from-home to all residents and their families, and everyone is really proud of their achievements.
“Receiving a ‘Good’ rating shows just how dedicated the team is to looking after every individual’s needs, and we will continue our hard work to ensure residents receive compassionate, person-centred care. I would like to say thank you to the team for their dedication, which I know is also greatly appreciated by residents and their families.”