Heritage Healthcare-Middlesbrough

Social Care Org · North East

Overall Rating
Requires Improvement Last inspected 22 November 2016
Domain Ratings
Safe
Inadequate
Effective
Requires Improvement
Caring
Requires Improvement
Responsive
Requires Improvement
Well-led
Requires Improvement

View Full CQC Report

8 must-do actions

Must-Do Actions (8)

Legal requirements based on regulation breaches identified during inspection.

Must Do
Responsive
The provider must ensure care records are person-centred and contain the information needed to provide appropriate care and support to people.
Regulation 9 (Person-centred care)
Records were not person-centred. They did not contain the information needed to provide the most appropriate care and support to people. .
Must Do
Caring
The provider must ensure people's privacy and dignity is always maintained.
Regulation 10 (Dignity and respect)
People's privacy and dignity was not always maintained.
Must Do
Effective
The provider must ensure valid consent is obtained and recorded, and best interests decisions are made and documented where capacity is lacking.
Regulation 11 (Need for consent)
Care records contained conflicting information about whether people had capacity to consent. There were no best interests decision records available. Relatives had signed care plans where no LPA was in place. Staff did not know which people had a DNAR and information was not available in care records.
Must Do
Safe
The provider must ensure safe care and treatment, including accurate care records, safe medicine management, appropriate risk assessments, proper recording and investigation of accidents and incidents, and sufficient staffing to prevent missed or late calls.
Regulation 12 (Safe care and treatment)
Care records did not contain accurate information about people's needs and risks. Medicines were not managed safely, there were gaps in medicine records and medicines were not always given as prescribed. Care plans and risk assessments were not always in place for people who needed them. Accidents and incidents had …
Must Do
Safe
The provider must ensure service users are safeguarded from abuse and improper treatment, including raising safeguarding alerts and ensuring staff understanding and training in safeguarding.
Regulation 13 (Safeguarding service users from abuse and improper treatment)
The service had failed to raised safeguarding alerts which meant people were at risk of harm. Staff lacked understanding of safeguarding and training was not up date. There were gaps in safeguarding records.
Must Do
Responsive
The provider must ensure complaints are investigated appropriately and dealt with effectively, with proper records maintained.
Regulation 16 (Receiving and acting on complaints)
Complaints had not been investigated appropriately. We could see that the service had not dealt with people's complaints when they had been made. There were gaps in complaints records. People told us they did not have confidence in the service to deal with their complaint.
Must Do
Well-led
The provider must ensure good governance, including accurate record-keeping, effective audits, and appropriate monitoring of service quality.
Regulation 17 (Good governance)
There were gaps in all records looked at during inspection. Audits failed to identify the level of concerns found during this inspection. The registered provider had failed to monitor the quality of the service appropriately.
Must Do
Safe
The provider must ensure sufficient and appropriately supported staff, including proper induction, supervision, appraisals, and training.
Regulation 18 (Staffing)
There were insufficient staff to care for the new of people using the service. People were not supported appropriately during their induction period. Staff supervision and appraisals were not up to date. There were gaps in training.
Location Details
CQC ID: 1-1060533908
Local Authority: Middlesbrough
Region: North East
Inspection Report
Type: Comprehensive inspection
Date: 22 November 2016
Rating: Requires Improvement
Actions: 8 must-do
AI-extracted 17 Feb 2026