Highview Residential Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People received personalised care that met their needs. Staff treated people as individuals, providing a person-centred approach. Where possible, staff supported people to plan and document their end of life wishes. Barriers to communication were challenged and addressed. Equality and diversity were considered, and the principles embedded within the service’s policies. Feedback was requested and listened to in a formal and an informal way throughout the service.

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 they received care which was person centred. One relative told us, “The staff are very attentive. I did know about residents’ meetings. The other week they were asking the residents what food and activities they like or would like to do.” Another relative said, “Absolutely amazing. [Person] is totally reliant on the care home. I tell people when it is my turn to go into a care home that is the one I am going in.”

Staff told us they had enough information about people’s needs to deliver safe and effective care. A staff member told us, “I think it is getting to know people and knowing their ways of doing things. I just do it naturally without thinking about it.”

We observed individual interactions between people and staff, and we saw staff offering choices and honouring people’s preferences. We reviewed records of residents' meetings where activities were discussed and agreed upon.

People told us they could access the care and support they required. This included when receiving support from a range of health and social care providers. A relative said, “They rang me the other day to inform me about an eye test for [person]. They are very on the ball about that kind of thing.”

Staff told us there was continuity of support for people living at the service. Most staff had worked at the service for a long period of time. This meant people received consistent care and support from their regular staff members who knew how to best support them.

Health and social care professionals were complimentary about working with the service. A professional told us, “The registered manager, deputy and staff have been working here for a long time. The consistency is so strong. That makes a huge difference to people.”

Care plan records showed input by various health and social care professionals. The provider ensured care was joined-up, flexible and supported choice and continuity. For example, one person was supported to join an online support group, and another person, whose mobility had declined, was supported to move to a downstairs bedroom to ensure they can remain as active as possible.

People with communication needs were supported by staff who understood those needs and were able to provide effective support.

Staff told us they knew how to communicate well with people, this included understanding people’s needs. The registered manager told us information for people could be supplied in the person’s preferred format when required.

Since 2016 all organisations that provide publicly funded adult social care are legally required to follow the Accessible Information Standard. The Accessible Information Standard tells organisations what they have to do to help ensure people with a disability or sensory loss, and in some circumstances, their carers, get information in a way they can understand it. It also says that people should get the support they need in relation to communication. The accessible information standards were followed. Information about how people communicated was detailed in care plans and available to all staff. The service had a visual communication aid in a form of a folder. Staff knew people well and were able to effectively communicate with them.

People and their relatives told us they felt comfortable speaking with the registered manager or any of the staff if they had concerns or feedback. Comments included, “I would speak with the registered manager or the owner. I have not had to”, “I’m not slow in coming forward and I can talk to any of the girls”, ”I would speak to anyone, but I have not had to make a complaint”, and “I would speak to the registered manager or owner. I would also speak to [person’s ] social worker.”

Staff told us they were confident their concerns would be responded to and dealt with in a timely manner. A staff member told us, “The registered manager is just fantastic and so supportive.”

The service had a complaints policy and procedure which set out how complaints would be dealt with and what people could do if they remained dissatisfied with the service’s response.

People were supported with medical appointments and follow up appointments. People told us they received care and support in a timely manner, and staff considered their individual needs.

Staff understood people had the right to receive the care and support that met their specific individual needs. Staff had received training in equality and diversity and told us they would care for someone regardless of their beliefs. A staff member told us, “We are respectful about gender, belief and religion.”

A health and social care professional told us staff at the service were good at escalating concerns in health deterioration, for example skin tears, or changes in medical condition to ensure timely action was taken.

Policies and procedures underpinned working practices within the service, and this was supported by training and ongoing monitoring. At the core of every process was consideration of equity and accessibility. There were processes in place to ensure people could receive care, support and treatment when they needed it. The GP called the service on a weekly basis and the service received health care input from a district nurses’ team.

People and their relatives’ views had been sought. People and their relatives spoke positively about the service and told us people’s needs were being met.

Staff told us they knew people well and they showed an awareness of people’s individual needs, their differences, and preferences.

Quality assurance and feedback surveys were completed for people, relatives and staff. The results were used to ensure everyone had a voice and a role in shaping the service for the future.

People told us their future wishes had been discussed where appropriate and documented in their care plans. A relative said, “We have made our personal plans.”

Staff were aware of people’s needs and wishes and had access to relevant documentation.

End of life care plans were in place and reviewed as needed. These contained detailed information about people’s individual needs and their wishes for support they wanted to receive at the end of their life. This had included people’s preferences and choices regarding receiving emergency support. This helped to ensure staff delivered care in line with people’s wishes and choices.