Highcroft Hall Residential Care Home

People felt safe living in the home and staff knew how to safeguard them from potential harm. Risk assessments were in place to mitigate any potential risk to people. Systems were in place to reduce the risk of cross infection. Lessons were learned when things went wrong. We received mixed comments whether there were always enough staff on duty.

Staff had access to training and supervision to ensure they had the skills to provide a safe and effective service. People's involvement in their assessment ensured they received a service the way they liked. People were supported by staff to eat and drink enough to promote their health. The provider worked with other agencies to ensure people received a seamless service. The environment was suitable to meet people's needs. People had access to healthcare services when needed.

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.

People were supported by staff who were kind and who delivered care in a way that respected their right to privacy and dignity. People were involved in decisions about their care.

We found that not everyone we spoke with felt there were sufficient opportunities to engage in social activities. People were able to maintain contact with people important to them. Complaints were listened to and acted on. People's wishes with regards to their end of life care was obtained and recorded. The registered manager had been in post six months and understood the duty of candour. People were encouraged to have a say in how the home was run. The provider worked with other agencies to ensure people received appropriate care and support.