Highlea Care Limited

Staffing levels were monitored but were sometimes not enough to cover people’s support needs in a timely manner. The provider was taking action to try and improve this. Managers made sure staff received training, though in some cases appraisals had not been carried out in line with the provider’s policy. People’s support needs and choices were assessed, though this was not always done consistently. Relatives and those of importance to people told us they were not consistently involved in care reviews. Staff gave us mixed feedback on how their wellbeing was supported, which the provider was taking action to address. Care plans contained personalised information on people’s communication, personal and health needs. However, people were not always supported to set and review their plans for the future so they were in control of their own lives. Staff generally provided information people could understand, but plans were not always in place to support people in this area. People were involved in planning their care and understood options around choosing to withdraw or not receive care, but this was not always recorded in their support plans. The provider and registered manager carried out a range of checks to monitor and improve standards, but these had not always identified or addressed the above issues. Staff gave us mixed feedback on freedom to speak up, and the culture and the leadership of the service. These issues had also been identified in the provider’s own staff surveys. Relatives and those close to people were not always aware of who the leaders of the service were or who to contact to raise issues.

People were protected and kept safe. Staff understood and managed risks. Staff managed medicines well and people received these when needed. People had enough to eat and drink to stay healthy. Staff worked with all agencies involved in people’s care for the best outcomes. They monitored people’s health to support healthy living. Staff made sure people understood their care and treatment to enable them to give informed consent. Staff involved those important to people to take decisions in people’s best interests where they did not have capacity. Staff knew people well and treated them with kindness and compassion. Staff protected people’s privacy and dignity, and treated them as individuals. People had choice in their care and were encouraged to maintain relationships with family and friends. Staff understood their roles and responsibilities. Managers worked with the local community to deliver the best possible care and were receptive to new ideas.