Highview Residential Home

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Staff worked to achieve good outcomes for people. There were effective approaches to monitor people’s care, treatment and their goals. Consent was sought and people were involved in their health and wellbeing. If there was a concern a person lacked capacity to make individual decisions, an assessment was carried out in accordance with the Mental Capacity Act 2005 (MCA). People had their needs assessed before care commenced and expressed how they wished their care to be delivered. They were supported to make choices about their care.

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's needs were assessed before they moved into the service. The information was used to create the care plans. Where appropriate relatives had been involved.

Staff understood people’s needs well. The registered manager told us, “When assessing a new person’s needs, we gather information from as many sources as we can. For example, I will email the person’s current GP to ask for the patient summary and their up-to-date list of medicines.” Comments from staff included, “I think people are safe here. We can access any information about the residents because it is in the office”, and “We always have a person’s history in the care plan that has come from relatives, that is very insightful.”

Assessments were used to develop the person’s care plans and make the decisions about the staffing hours and skills needed to support the person. People’s care needs were reviewed and updated as they changed.

Relatives told us they were kept informed and involved in their loved ones’ care. One relative told us, “They phone me regularly to do a wellbeing update on how [person] is doing, what has happened.” Another relative said, “They ring me sometimes. They tell me when there are medical issues, and medication changes.”

Staff and the registered manager demonstrated an awareness of people’s care and support needs. Staff told us they had read people’s care plans and risk assessments, to ensure people’s needs were met.

Care plans contained evidence of the involvement of a range of health and social care professionals. There was guidance around people’s nutritional needs. People received care, treatment and support that was evidence-based and in line with good practice standards.

People and their relatives were satisfied information was shared appropriately within the service and outside to health professionals as required.

Staff told us the information they had for people was accessible and they could access it securely. One staff member told us, “Today the nurse was in. We have contact with everyone.” Another staff member said, “We have a GP call every Monday. We also contact district nurses as and when required. We can also get in touch with an ear cleaning specialist and a chiropodist amongst other professionals.”

Health and social care professionals were complimentary about the service. A health and social care professional told us, “They're amazing, they are one of our best homes. Always willing to work with us, they come to us for advice. I couldn't speak more highly of them, on behalf of the whole team.”

The provider had a clear process in place to escalate health concerns within a timely manner. All health and social care professionals’ visits were recorded and were available in people’s folders. This gave staff an overview of people’s health needs and outside involvement. Care plans had information about people’s health conditions and were regularly updated to reflect their changing needs.

People were encouraged to live a healthy lifestyle but also the life they wished to live. People were complimentary about the food and drink at the service. Some comments were, “Food is lovely”, “The food is very good”, and “Lunch is the main meal. Generally, there is one item for our main meal but if I don’t like it, I can ask for something else.”

The registered manager told us they worked well with external health and social care professionals. Staff understood the importance of people’s care and support being the best it could be.

The service focused on identifying risks to people’s health and wellbeing early, including how to support them to prevent deterioration. The GP was in touch with the service on a weekly basis. People had regular health assessments and checks from a variety of professionals, and they were fully involved in them. The service had good working relationships with health and social care professionals.

People were supported by a holistic approach to their care. The service was supported by external professionals to ensure the best level of care was delivered. A relative told us, “Health and social care professionals come to [person] because they won’t go outside. They get anxiety and are worried about falling. The podiatrist comes to see [person].”

The registered manager and staff told us they worked with people to get the best possible outcomes for them. The service understood the importance of listening to what people wanted, this included working in partnership with them and others to achieve the outcome. One staff member told us, “Some of our ladies have food and fluid charts. We carry out various checks. I think it gives a good insight into how people are or if something is brewing.”

Care plans were in place which detailed people’s care and support needs as well as their clinical needs in relation to health conditions. There were effective approaches to monitor people’s care and treatment and their outcomes. People’s weight was consistently monitored when required. The service used a tool which was designed to support care home staff and health professionals to recognise when a person’s condition may be deteriorating or at risk of physical deterioration.

People's choice and consent was valued, and the staff continually consulted people about their wellbeing and wishes. People told us they were treated with respect and supported to live their lives how they chose. Consent was sought from people and where necessary in accordance with the MCA.

Staff completed MCA training and had a good understanding of the importance of consent and upholding people's rights to have choice and control over their lives. A staff member told us, “We ask people what they want to wear and what they want for breakfast etc.” Another staff member said, “We never look at someone and think they don’t have capacity, and they can’t make a decision. We always offer choices.”

A clear process was in place to carry out MCA assessments where required. Records showed MCA assessments had been completed for individual decisions and were regularly reviewed. Care was planned in the person’s best interest in the least restrictive way and in consultation with those important to the person.