Working at Heartlands

Medication errors and unsafe building issues like slow fire doors and trailing wires put people at risk.

The provider did not always manage people’s medicines safely and the recording of medicines administration was not always accurate. The environment was not always well maintained or safe, which had not been identified through the provider’s governance systems.

Audits and checks missed serious problems so issues built up without being fixed.

The provider’s audits had failed to identify the concerns we found at this inspection. Where checks carried out had identified risk and concerns with the care environment, these had not been addressed and mitigated.

Staffing is adequate but gets stretched during busy times like mornings and evenings.

Some staff raised concerns about staffing levels during peak care delivery times, for example morning and evening routines. We received mixed views from people and their relatives about staffing levels in the home.