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Inspection Summary

Overall summary & rating


Updated 18 May 2016

This inspection took place on 11 February 2016 and was unannounced.

Highwater House is a residential care home that can accommodate up to 22 people who have been homeless or are at risk of being homeless. People also have a mental health disorder and a drug and/or alcohol dependency. It does not provide nursing care and is one of the two residential care homes that are owned and operated by St Martin's Housing Trust.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People were protected from harm by staff who understood the importance of preventing, recognising and reporting potential signs of abuse.

Risks to people in all areas of their lives were identified when they started using the service and were regularly reviewed to ensure that the management of the risk remained appropriate.

People were supported by staff who were well training and competent. They had undergone the appropriate recruitment checks to ensure they were safe to work in health and social care. There were consistently enough staff to meet people’s needs and keep them safe. The service also had plans in place to further develop staff’s skills and knowledge.

People received their medicine when they needed it and the service managed medicines safely and appropriately.

The Care Quality Commission is required to monitor the Mental Capacity Act (MCA) 2005 Deprivation of Liberty Safeguards (DoLS) and report on what we find. People were not being deprived of their liberty unlawfully. Staff understood about people’s capacity to consent to care and had a good understanding of the MCA and DoLS which they put into practice. At the time of our inspection none of the people living at Highwater house were subject to DoLS.

People living in the home were supported to have enough to eat and drink and they were supported to make choices about what they ate and how they lived their lives

People living in the home were registered with local health services and were supported to attend any necessary health appointments.

People benefited from a staff team who were motivated, worked well as a team and felt supported. Staff were happy in their work and supported people with kindness, compassion and thoughtfulness. Staff had good knowledge of the people they supported and they maintained people’s independence and dignity whilst encouraging choice. Staff supported people in their likes and dislikes and people were encouraged to be involved in decisions around the care and support they received.

People’s plans of care were developed around the individual. Care plans gave staff full and clear guidance on how people wished to be supported. People’s developing needs were regularly assessed and the plans updated accordingly.

The service had an open, supportive and transparent culture and people felt they were listened to. People’s views and feedback was encouraged in order to improve and develop the service. Suggestions were listened to and actioned where appropriate.

Regular audits were completed effectively and contributed to the development of the service.

Inspection areas



Updated 18 May 2016

The service was safe.

Staff understood the importance of preventing, recognising and reporting abuse and how to report it.

Potential risks to people had been identified and assessed in order to protect people from avoidable harm.

There were enough staff to keep people safe and meet people’s needs. Recruitment processes ensured that the staff employed were safe and suitable to work in care.

People received their medication in a safe manner and as prescribed.

Medication was appropriately managed, stored and disposed of.



Updated 18 May 2016

The service was effective.

People were cared for by trained staff who demonstrated the appropriate skills and knowledge required.

Staff assisted people in a way that protected their human rights. Staff understood their responsibilities under the Mental Capacity Act 2005 (MCA) and Deprivation of Liberty Safeguards (DoLS).

People had sufficient amounts to eat and drink and chose what food and drink they wanted.

People were supported to maintain their health and wellbeing and had access to a variety of healthcare professionals when needed.



Updated 18 May 2016

The service was caring.

People were supported by thoughtful, compassionate and attentive staff who knew them well.

Staff supported people in a way that maintained their dignity, respect and privacy.

Staff involved people in decisions about their care and support



Updated 18 May 2016

The service was responsive

Assessments were completed prior to admission, to ensure people’s needs could be met and people were involved in planning their care.

People were able to choose what they wanted to do and where they wanted to spend their time.

People were able to voice their concerns or make a complaint if needed and were listened to with appropriate responses and action taken where possible.



Updated 18 May 2016

The service was well led.

People received continuity in their care due to staff working in a coordinated and organised way.

The service had an open approach that encouraged people to become involved in its development.

The registered manager was well supported in their role by the provider in terms of resources and supervision.

There were a number of systems in place to ensure that the quality of the service provided was regularly monitored.