Highbury Rise

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity in most cases. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives told us staff were kind and caring. A person said, “I like it here, the staff are nice.”

Staff were kind and friendly when interacting with people. We observed staff to be attentive, have good relationships with people with laughter and banter but also a quieter approach for those who needed that. Staff were respectful when assisting people and spoke discreetly. For example, we observed a staff member discreetly ask a person if they needed the toilet and another support a person to go to change their clothes. However, we did note a person with their trousers undone, staff had spoken with them and didn’t notice this. We saw another person lifting their top and they were naked underneath. We had to raise staff attention to this. Both observations were in communal areas with other people and when visitors were in the building.

Staff told us people were supported in a way that promoted privacy and dignity. A staff member said, “These are promoted through respectful communication, protecting privacy during personal care and involving people in decisions.”

There were management walk rounds and checks in place to help monitor people were supported with dignity and kindness.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People and their relatives told us they felt they were treated as an individual, in a way they liked. A person said, “I can choose what I want, I have no worries.”

Staff were able to tell us about people’s individual needs and preferences.

Staff were seen, and heard, offering support as people needed. Where people had a preferred gender of staff or member of staff support them, this was stated in people’s care plans to help ensure this was followed.

Care plans were detailed and gave information about people’s needs, preferences and lifestyles. These were updated with changes and reflected people’s involvement. A relative said, “If I am unable to review mums care plan in person, documents are shared with me and I am able to input into the process.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relatives were positive about how they were supported in relation to independence and choice. People said they could choose how to spend their day, what to eat, when to get up and go to bed for example. A relative told us, “[Person] has limited ability to contribute to their care decisions, but staff are patient with them and work with [person] well.”

Staff felt people were supported to maintain independence choice and control. They also felt there were sufficient opportunities to promote their wellbeing.

We observed people being asked if they were ready for care or support, where they wanted to sit and if they wanted to join in with activities. Requests for extra food and drink were followed through, even when people had just had food or drink. Support was done in a respectful and patient way. Most people were able to tell staff what they wanted.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People said their needs were met swiftly. A person said, “They come pretty quick when I need them.” Relatives were positive about staff approach and how attentive they were to meet people’s needs.

The management team had systems in place to assist them to have oversight of all care provided to help ensure each person received the care they needed when they needed it. The management team carried out checks to ensure people’s needs were met appropriately. However, these checks had not identified the shortfalls in relation to pressure care management we identified.

We saw staff responding to people when it was needed.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff said they felt very supported by the management team. A staff member said, “[Registered manager] is good, checks on us and feeds back.”

Staff received regular supervision and training. Some training was due for updates and refreshers. Updates and information were displayed on the staff notice board.

There was an employee assistance programme available to staff to give support and advice when needed.