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Heritage Care Centre Home, London

The Heritage Care Centre in London, caring for adults with dementia has been rated

overall outstanding by the Care Quality Commission.

It was rated outstanding in the caringand well-led aspects of the report, and the safe, effective and responsive elements received a score of good, after the inspections, 20 & 26 September 2018.

Heritage Care Centre has been established for several years and has previously been managed by different providers. This was the first inspection of the service since it was taken over by MMCG (2) Limited.

The CQC report highlighted that Heritage worked with people and their families to help residents to maintain their identities and sense of purpose. Inspectors identified numerous examples of this. One person using the service was a priest before they moved into the home. This role was clearly important to them as it defined who they were as a person. The service empowered and encouraged them to continue with this. The person made themselves available to speak to people as a priest, which they said they really enjoyed doing.

The home worked in partnership with the family of a resident who was not enjoying the food as it was different to their home cuisine. The person and their family were invited in to devise their own personal menu in keeping with their personal taste, which the chef followed and prepared.

Another person had moved into the home because they wanted to be close to their partner who needed nursing care. The provider helped to facilitate their relationship and the person was given the independence to care for their partner which they both liked as it helped them to live as a couple and remember their life before they moved into the home.

Heritage Care Centre was involved in initiatives with the Care Home Research Network (CHRN) to improve the lives of people using the service, especially those living with dementia. Staff participated in network forums, attended training and workshops where they shared ideas and practice. This learning was cascaded to the staff and allowed them to develop their understanding of the management of behavioral symptoms of dementia, assessment of pain and the importance of non-verbal communication in addressing the needs of people living with dementia. A major benefit of this work, which produced a positive outcome for people was that the practice of assessing pain before the use of medicines was more robust. This led to more effective pain management resulting in reduction of the use of medication to control pain amongst people.

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