Highview Residential Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

People had choice and control over their own care, treatment, and wellbeing. Their cultural and religious needs were respected. People were supported to do things they liked to do and to remain as independent as possible. Staff were kind and caring. The provider had systems and processes in place to promote and support staff wellbeing.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People told us staff were kind and caring. Comments included, “I have never met anyone like these people, they are very good”, “I love them, and I know most of the staff. They are all very good people. I have had a lovely experience with the staff”, “The staff are very kind. They know me and I know their names. I can talk to anyone”, and “They are like family, that is the best way I can call it. They treat us as family.”

Staff knew and understood people well. One staff member told us, “That’s what I love about smaller care home, that you get to know people very well.” Another staff member said, “I know people very well. Staff can read people’s care plans, talk to them and talk to families to get a bit of insight.”

Health and social care professionals were complimentary about the service. A health and social care professional told us, “They are so accommodating to people's individual needs, they deal with everyone holistically. They approach each resident individually. If I had to place my parents somewhere I would choose Highview Residential Home.”

We observed staff were friendly towards people and each other. There was a relaxed atmosphere within the service.

People told us they were treated well. A person told us, “As I can’t live at home, this is the best place for me. I am supported to do what I like within reason.”

Staff told us how they respected people’s individuality, wishes and preferences. Staff treated people as individuals considering their strengths, abilities, aspirations and culture. One staff member told us, “They all like their own routine and you do learn their routine.” Another staff member said, “We support people on one-to-one basis. We rotate our time between ladies who are in bed and the ones in the sitting room. We check hourly, we have a chat, we assist with food and drink. We sometimes go to the pub.”

We observed staff respecting people’s choices and treating people as individuals.

The provider had systems in place to ensure staff delivered person-centred care. People had choice and control regarding how staff met their needs. People’s cultural and religious needs were documented in their care plans.

People told us they felt listened to and involved in their care. Relatives told us, “Staff here are very efficient. They listen to [person], they know [person's] likes and dislikes. They have got to know [person] very well”, and “Staff are well trained. They are lovely and patient people.”

Staff knew people well and told us how important it was to ensure they remained independent for as long as possible.

We observed meaningful interactions between staff and people, which showed staff knew people well and knew how to communicate with them.

People's choices and preferences were included in their care plans. People’s care needs were clearly described and accessible to staff. Where there had been a change in need, care plans had been updated.

People told us their needs were met. A relative told us, “The minute [person] has a problem, the doctor is there, and the staff inform me as well. Once a month they give me a monthly report. Slightest problem they are on the phone to me.”

Staff were responsive to people and consistently engaged with them. Staff understood how and when to report concerns about people’s wellbeing, and the registered manager had systems in place to ensure timely referrals to health and social care professionals were made.

We observed staff responding to people’s needs in a timely manner and being attentive to people when they needed them.

Staff told us they were well supported by the registered manager and enjoyed working at the service. Comments included, “We have a really strong team”, “I feel part of a team”, and “We communicate to make teamwork. The best bit about working here is it is not stressful.”

The provider ensured staff were supported with their health as well as mental health. As a result of a recent staff survey, part of the supervision process was used to discuss staff’s wellbeing.