Highfield

Highfield is a 2 storey building. People have access to their own personalised bedrooms and share communal areas such as lounges, bathrooms, dining areas and a garden.

People did not always receive person centred care and were not always being supported to follow their interests and hobbies. People went for long periods of time without staff interaction increasing the risk of isolation and boredom. Staff did not always treat people with dignity and respect. Staff were unsure how to effectively communicate and offer choices to people who did not use verbal communication.

People were not always supported to have maximum choice and control of their lives and staff did not always support them in the least restrictive way possible and in their best interests; the policies and systems in the service did not always support this practice.

The management team and provider audits were not always effective in identifying and driving improvements at the service. There were some negative aspects to the culture of the service meaning people were not always supported to have good quality care. This had not been fully addressed by the provider.

Despite our findings we received positive feedback from people and relatives about their support. One relative said, ''[Family member] is loving living at the service and staff have given them their sparkle back.''

Staff were trained in safeguarding and knew how to report concerns. There were enough staff to support people with their care needs and staff were recruited safely. People were supported safely with their medicines. Staff had training to perform their roles effectively. People were supported to eat and drink in line with their support needs. Health professionals were asked for support if people needed this.

Staff spoke with people with kindness and compassion and people were visibly happy being supported by

them. Staff knew people well as individuals and supported them to be independent if this was their choice. An activities coordinator was in post, and they had started to have a positive impact at the service, although more work was needed to improve people's social opportunities. Complaints were responded to thoroughly and in a timely manner. People received kind and dignified care at the end of their lives.

The management team and provider were passionate about providing good care for people. They took our feedback seriously and started putting improvements in place immediately. People, relatives, and staff were asked for their feedback about the service. Staff worked with other professionals to help people achieve good outcomes.