Highfield House

There was an effective safeguarding policy and staff had undertaken safeguarding training and could explain the process. The staff team were confident in reporting any concerns about a person's safety or the wellbeing of anyone in the home.

Staff assessed and reviewed people's physical, mental health and social needs and people received support to maintain good nutrition and hydration. Risk assessments had been developed to identify and minimise the potential risk of harm to people during the delivery of their care.

People's healthcare needs were well understood and met promptly and people received their medicines in a safe manner.

Staff worked collaboratively with other agencies and professionals to support people's health and well- being.

Staffing levels were flexible to meet changing needs and staff recruitment procedures were thorough. The staff team worked well together and had the training, skills and experience required to support people with their care and social needs.

People's communication needs were assessed and understood by staff. This helped to support people's communication needs and the Accessible Information Standard (AIS).

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The provider continued to work to improve the environment to better meet the needs of people living with dementia. This made the home a more interesting and stimulating place for people to live. The building was being well maintained and was a clean and homely place for people to live.

People had access to a range of organised and informal activities. Relatives told us that they were welcomed in the home and their views and feedback were encouraged.

Systems were in place to deal with any complaints or concerns raised about the service. The registered manager treated complaints as an opportunity to learn and improve the service.

The registered manager displayed knowledge and understanding around the importance of openness and working closely with other agencies and healthcare professionals to make sure people had good care.