Highfield House Nursing Home

Updated 8 May 2025

This assessment was prompted in part due to historic concerns raised to CQC and the length of time since the last full comprehensive inspection.

We found a breach of legal regulations concerning the governance of the service as the provider did not have effective governance systems in place to ensure people consistently received safe and effective care and treatment. The systems and processes in place failed to ensure people’s records had enough detail. We found a number of examples where people’s care records were incomplete, and did not contain sufficient information for staff to manage people’s specific needs, conditions or risks. We also found issues in relation to safe medicines management and there was a lack of formal involvement of people and relatives in relation to the care they received.

However, the provider made sure there was continuity of care, including when people moved between different services, and they worked well across teams and services to support people. People were told about their rights around consent, and this was respected. People were treated with kindness, empathy and compassion and staff respected people’s privacy and dignity. The provider cared about and promoted the wellbeing of their staff and staff told us they enjoyed their roles.

Staff and people felt supported to give feedback and were treated equally, free from bullying or harassment. The management team were actively involved in the day to day running of the service.

We have asked the provider for an action plan in response to the concerns found at this assessment.

Updated 8 May 2025

People were living in a caring and comfortable environment, with sufficient numbers of suitably trained and competent staff to meet their needs. People said they received good quality care from knowledgeable staff who treated them as individuals and respected their personal preferences. They told us they were treated with kindness and respect by staff who offered choices and ensured their privacy and dignity were maintained.Those living with long term health conditions, received good oversight from staff and external medical professionals to keep them fit and well. People, including those living with dementia were supported to partake in activities during the week and at weekends. They were able to welcome visitors who could join them for a meal if they wished to do so. People said they felt safe and were able to make decisions about their care and understood their rights.We used a structured observation tool to assess whether they received good care. This approach showed people were included and listened to and staff interacted positively with them. People and family members knew who the management team were, felt able to complain and were confident action would be taken if they raised anything. We received positive feedback from people and their relatives in relation to improvements made to the service under the current leadership team.