Halden Heights Care Community

This report from the Care Quality Commission (CQC) provides an overview of Halden Heights Care Community, a service offering accommodation, personal, and nursing care for up to 101 older people, including those with dementia. The inspection assessed key aspects of the care provided, with residents and their families offering predominantly positive feedback. The report details findings across five core areas: safety, effectiveness of care, the caring nature of staff, responsiveness to needs, and overall leadership. It aims to give families a clear picture of the home's performance and quality of care.

On safety, the home ensured people felt secure and protected from harm, with staff well-trained in safeguarding procedures and management actively involved in reporting concerns. Risks to residents' health and welfare were consistently assessed and managed, and the environment and equipment were regularly checked for safety. Staffing levels were determined by resident needs, and recruitment processes were thorough, with registered nurses' credentials verified. Medicines were managed safely, with a new electronic system praised for its efficiency and safety benefits. Infection control measures were in place, and the home maintained a clean environment. Any incidents were analysed to prevent reoccurrence, with examples such as acquiring special beds to reduce falls.

In terms of how effective the care is, Halden Heights demonstrated a strong commitment to meeting residents' needs. Assessments were conducted before admission to ensure suitability, and care plans were detailed and person-centred, incorporating equality and diversity considerations. Staff received ongoing training and support, including induction and annual appraisals, ensuring they had the skills to provide care. Residents received balanced nutrition and hydration, with the kitchen catering to dietary requirements and food intake monitored. The service worked effectively with health professionals, facilitating access to GPs, dieticians, and other specialists, and a dedicated rehabilitation floor supported individuals returning home from hospital. Residents' independence was promoted, with clear guidance in care plans for health needs. Consent was consistently sought for care and treatment, and processes for mental capacity assessments and Deprivation of Liberty Safeguards were followed.

The staff at Halden Heights were noted for being caring, with residents and relatives alike reporting staff as kind, friendly, and attentive. Care plans reflected residents' individual preferences, likes, and dislikes, and staff were knowledgeable about these, ensuring personalised care. Residents and their families were encouraged to express their views and participate in care decisions, with regular resident meetings providing a forum for suggestions and concerns. Privacy, dignity, and independence were respected, with staff demonstrating professionalism during personal care and respecting residents' personal space. Residents were encouraged to maintain contact with loved ones, and visitors were made to feel welcome.

Regarding how responsive the service is, Halden Heights demonstrated a commitment to meeting individual needs and wishes. Residents' end-of-life care wishes were recorded and respected, with staff working collaboratively with hospice and GP teams to ensure dignified care. Feedback from residents, relatives, and staff was actively sought and used to drive improvements, with investments made to enhance resident comfort and well-being. A range of activities was provided to support residents' engagement and enjoyment. The service adapted to changing needs by promptly addressing issues raised and making necessary improvements.

Finally, concerning how well-led the service is, the management team showed a clear commitment to continuous improvement. The registered manager actively sought to promote best practice and enhance resident outcomes, fostering links with external organisations. Audits were conducted regularly to identify areas for development, and any identified issues were addressed swiftly. The management team supported staff development and ensured that quality of service was a priority. The service actively involved residents and their families in care planning and decision-making, fostering a collaborative approach.