Highview Residential Home

Safe recruitment practices were in place. There were enough staff to deliver safe care that promoted choice, control, and individual wellbeing. Safeguarding processes were followed, and staff were aware of reporting systems. Risks were identified, assessed and instructions for staff to promote safe ways of working were in place, this included when people moved between services. Staff knew how to safely support people around their individual risks. People were supported to make choices that balanced risks of harm with positive choices about their lives. Environmental checks and maintenance were in place to ensure people were safe. People received their medicines as prescribed.

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.

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.

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.

Leadership was strong, confident, and inclusive. The registered manager proactively supported staff and collaborated with partners to improve the service and improve the quality of care being delivered to ensure it was safe and person-centred. Staff were provided fair and equal opportunity at work and were valued and respected. They spoke positively about the registered manager and told us they listened, were approachable and caring. The service worked proactively with health and social care professionals to support people to experience positive outcomes in relation to their needs.