Heathside Residential Home in Leigh, Lancashire, a residential care home for older people living with a diagnosis of dementia, as well as provide reablement support was rated outstanding for being caring and responsive following an inspection by the Care Quality Commission (CQC), 10 & 12 July 2019.
The safe, effective and well-led categories received a Good score from the CQC.
The CQC report highlighted that there was an extremely strong and visible person-centred culture at the home. Staff members went out of their way to ensure people's needs were met and wishes fulfilled, including attending the home in their own time to provide support to people they were keyworkers for. This included personalising and decorating people's bedrooms, themed around their likes and interests to supporting people to attending activities they had expressed an interest in during conversations but had not done for some time, such as watching live sport, attending tea dances and going on shopping trips.
A staff member accompanied a resident to a close family members wedding, remaining with them throughout. Due to this person's support needs, they would not have been able to go, without the staff's input in their own time.
Within the reablement area, HAPS, staff had supported people to both forge and maintain interests and hobbies, which they could continue following discharge. This included daily support to attend an allotment to the completion of volunteer work, which gave this person a great sense of purpose.
Observations during inspection demonstrated the positive interaction and relationship staff had with people, with appropriate use of physical contact used frequently to provide reassurance. These interactions had been noted by relatives with one telling inspectors, "Staff, even the domestics, are always hugging the residents. Staff interact 100% with people here, I can't fault them."
CQC inspectors highlighted numerous examples of person-centred approaches being utilised to meet people's individual needs.
One person had been supported to re-connect with the professional football club they used to play for. This person now meets up regularly with ex-players they had lost touch with and engages weekly with visitors to the home, sharing stories of their playing days.
Another person was reluctant to wear any footwear or to stand and mobilise. This person talked regularly about football and how they loved their boots. A staff member purchased some football boots, which upon seeing, the person asked to wear immediately. They then stood and walked about in them. They regularly ask to wear their football boots, which brings them joy.
A third person used to love fishing in their youth but had not been for some time due to health issues. Once aware of this, the activity champion researched supported fishing options and found somewhere they could go to fish. After attending, the person told staff it had been a "day to remember". This activity has now been incorporated into their care plan.