Norwich care home fell short of standards people should expect, says CQC


A Norwich care home has been rated Inadequate for “falling short of standards people should be able to expect”.

Heathers in Bacton, which provides residential care for eight people with learning disabilities, autism and mental health conditions, received the CQC’s lowest rating following a focused inspection prompted by care concerns in June.

Matthew Jenkins, CQC head of inspection for adult social care, said: “Our inspection of Heathers identified that several improvements are needed.

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“At our last inspection we found evidence of a closed culture where staff failed to report concerns and escalate them to managers.

“At this inspection, while we found that some staff had left the service which improved the atmosphere in the short term, the provider had failed to address the concerns about the poor culture.

“Action was not taken in response to safeguarding recommendations. The service failed to properly assess and manage risks, particularly risks in relation to people’s distressed behaviours.

“Communication with people and their relatives was poor. The service did not actively engage the support of professionals to improve the quality of care for people unless it was at crisis point.”

The CQC said Heathers’ operator, Jeesal Group, had been requested to provide an action plan, and added it would continue to monitor progress at the home.

A Jeesal Group spokesperson told CHP: “We are disappointed to read the most recent CQC report on Heathers. We will be apologising to all of our service users, their families and our fellow professionals for the current Inadequate rating.”

Jeesal said it recognised failings in the area of reporting and investigating incidents, and had made changes to the management of the service.

Additional measures the group has undertaken include giving every staff member additional safeguarding training with its chief operating officer now attending the service twice a week to support staff.

Jeesal noted it had had difficulty in obtaining PPE during COVID-19 but now had sufficient supplies for all its services. The group said it was fully compliant with COVID-19 guidance.

Tags : ComplianceCQCInadequateSpecial Measures

The author Lee Peart

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