Date of assessment 18 September 2024 to 16 October 2024. Staff had a strong understanding of safeguarding and raised concerns which were investigated. Staff involved people in decisions about their care and treatment and supported them to understand risks and keep themselves safe. The provider ensured there were sufficient skilled and qualified care workers to meet people's individual needs and preferences. Staff promoted people to have choice and control over their lives and to maintain relationships that were important to them. Staff supported people to have access to activities and the local community to promote independence, health and wellbeing. Various avenues were available to people to provide feedback regarding their experience of care.
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Heritage Healthcare York achieved an overall Good rating across four of five key questions at its first inspection at this location, with strengths in safeguarding, person-centred care, and staff support. The Well-led domain was rated Requires Improvement due to the absence of formal audits for care plans, risk assessments and MAR records, resulting in unidentified gaps in documentation.
Concerns (4)
moderateMedication management: “We found gaps on MARs where care workers had not signed to record that they had administered that person's prescribed medication.”
moderateRecord keeping: “We found that records were not always well maintained and saw gaps in care plans that had not been identified and updated.”
moderateGovernance: “The registered manager told us that they did not document formal audits of care plans, risks assessments or MARs.”
minorStaff training: “15 out of 23 care workers had completed first aid training, nine had completed health and safety training, eight had completed infection control training.”
Strengths
· Care workers demonstrated clear understanding of safeguarding and knew what action to take to keep people safe.
· Safe recruitment process in place including DBS checks, references and interviews.
· Effective induction programme with shadowing to support new care workers.
· Person-centred care plans developed with involvement of people using the service.
· Registered manager provided hands-on care to monitor quality and build rapport with service users.
Quality-Statement breakdown (16)
safe: SafeguardingGood
safe: Risk assessment and managementGood
safe: Staffing levels and recruitmentGood
safe: Medication managementGood
effective: Induction and trainingGood
effective: Supervision and supportGood
effective: Consent and mental capacityGood
effective: Nutrition and healthcare accessGood
caring: Caring relationships and person-centred approachGood
caring: Involvement in decisionsGood
caring: Privacy and dignityGood
responsive: Care planning and personalisationGood
responsive: Complaints handlingGood
well-led: Leadership and cultureGood
well-led: Quality assurance and governanceRequires improvement
well-led: Record keeping auditsRequires improvement
Heritage Healthcare York is a domiciliary care agency rated Good across all five key questions at its November 2017 inspection, maintaining its previous Good rating. The service demonstrated safe, person-centred care with strong leadership, effective staff training, and good partnership working with external agencies.
Strengths
· Consistent care workers assigned to the same people, with well-organised rotas ensuring familiarity and continuity.
· Medicines administered safely with up-to-date training, competency observations, and accurately completed MARs.
· People and relatives actively involved in care planning and regular reviews.
· Strong person-centred approach including adapting call times to fit individual routines and preferences.
· Provider held social events such as coffee mornings and Christmas parties to prevent social isolation.