Highfield House Care Home

Immediately following our last inspection, the provider took action to begin making the necessary improvements including placing a voluntary suspension on any new admissions to the care home. The provider brought in a regional manager to be based at the home full time to help address the significant concerns and to put in place a plan of action to make the necessary improvements. This involved making improvements to governance and oversight arrangements, and implementation of systems and processes to safely assess and manage risks to people. Staffing levels were reviewed and immediately increased, and staff terms and conditions were improved.

At this inspection we found improvements. Despite some remaining areas for improvement, such as the need to consistently improve record keeping, the service had enhanced leadership and there was a changed culture which was commented on by many people, staff and stakeholders we spoke with. The embedding of these new ways of working are now required to ensure consistency moving forward.

People told us they felt safe. People using the service and relatives were complimentary about the staff who they felt were caring and kind. People were protected from the risk of abuse and staff knew how to identify and report safeguarding concerns.

The provider had increased staffing levels in the service since the last inspection and staff had received an induction and training relevant to their role. Staff were safely recruited and the provider had completed the appropriate checks prior to them starting work. Despite this, the service still faced recruitment challenges and we received some mixed feedback about the staffing levels. We have made a recommendation about the provider monitoring the staffing levels closely.

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 had a process in place for responding to complaints and people and relatives told us they felt

comfortable raising any issues with the management team.

People, relatives and staff spoke positively about the culture of the service and told us the management team were approachable and supportive.