Highwell House Care Home with Nursing

An unannounced inspection took place to review the quality of care and compliance with legal regulations. We assessed the service due to the length of time since the last ratings inspection.

The home environment was exceptionally well maintained and reflected the provider's commitment to creating a safe, welcoming and stimulating place for people to live. People had access to attractive grounds and a variety of communal spaces that supported social interaction, meaningful activities and engagement with the wider community. This promoted wellbeing, reduced social isolation and enabled people to lead fulfilling lives.

The provider's ethos of delivering person-centred, compassionate care was fully embedded throughout the service. People received safe, effective and high-quality support from staff who knew them well and consistently treated them with dignity, kindness and respect. Staff demonstrated a deep understanding of people's individual histories, preferences and aspirations, enabling them to provide highly personalised care. They frequently went above and beyond their expected roles to enhance people's wellbeing, provide emotional reassurance and foster a genuine sense of belonging.

People were encouraged and supported to maintain independence, exercise choice and remain connected to their communities. Care was delivered in a way that recognised people's strengths and aspirations, helping them to achieve outcomes that were important to them and enhancing their quality of life.

People's care and support were delivered by staff who had been recruited safely and who possessed the skills, knowledge and training required to achieve positive outcomes. Staff worked collaboratively with a wide range of health and social care professionals, ensuring care remained coordinated, responsive and tailored to people's changing needs. This was supported by strong clinical oversight, evidence-based approaches and a proactive focus on improving outcomes, including maintaining good nutrition, promoting wellbeing and reducing avoidable health risks. Staff understood their safeguarding responsibilities and consistently respected people's rights, choices and preferences. Where people lacked capacity to make specific decisions, staff acted in accordance with the principles of the Mental Capacity Act 2005.

The management team was highly visible, approachable and supportive, providing strong leadership and a clear vision for the service. They promoted a culture where people, relatives and staff felt valued, listened to and included. Supporting people to live meaningful lives with purpose, dignity and joy.

Robust governance systems provided effective oversight of quality and performance and drove continuous improvement. Innovation and creative approaches to care delivery were encouraged, while strong partnership working and a commitment to learning supported the ongoing development of the service.