Highfield Residential Home

People were supported to stay safe. Staff completed regular training about how to keep people safe, including how to support people to move safely. Risks to people's health, safety and welfare were assessed and measures taken to reduce risks. People had they medicines on time and as prescribed. Medicines were stored, managed and disposed of safely. Staff competency was regularly assessed to make sure they followed best practice.

People lived in a service that was kept clean and tidy and was free from unpleasant odours. People were able to personalise their rooms with their photos, pictures and ornaments to make them homely. People had access to all areas of the service including a garden.

People's needs were assessed before they moved to the service to make sure staff could meet their needs. People were supported to stay as healthy as possible and eat a balanced diet. People enjoyed their meals, which were social occasions, and were offered a variety of choices. They were referred to health care professionals, when needed, for advice and guidance which staff followed.

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 had built strong relationships with each other and staff. Staff were kind, patient and caring and knew people and their relatives well. Staff had time to spend with people and were not rushed. Throughout the inspection they displayed a genuine care and affection for people. People felt valued and well supported. People's privacy and dignity were respected, and their independence was promoted.

People were encouraged to stay busy. Some people chose to help with household chores, such as folding laundry. Regular meaningful activities were offered, such as baking cakes and crafts sessions. There were visiting singers and exercise classes. The activities co-ordinator spent time with people on a one-to-one and group basis. This made sure people did not become socially isolated.

People told us they did not have any complaints about their care and support. They knew how to complain and were confident action would be taken to address any concern. The complaints process was given to each person when they moved to the service and was available in an easy to read format. People were asked at regular residents' meetings about their satisfaction.

The service was well-led. The registered manager was supported by a manager and team of staff who worked cohesively to provide people with a good quality of service. There was an open and transparent culture where people and staff valued each other. Regular checks on the quality of service were robust and effective. The registered manager welcomed feedback about the service to enable them to continually drive improvements.