The Highviews

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 Requires Improvement. At this assessment the rating has changed to Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and their relatives were happy with the care they received. A relative told us, “[My relative] is so happy and living his best life. He cannot wait to tell anyone who will listen how he loves it.” Staff enjoyed giving care to people and it was clear from their feedback that providing good care was their aim. The registered manager told us, “We have built a culture where we say there isn’t anything we shouldn’t be supporting people to be involved in.”

During the on-site assessment, the atmosphere at the service was friendly and welcoming. We saw and heard staff interacting with people in a meaningful way and heard lots of laughter from people and staff.

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 told us that staff knew them well and treated them as individuals. A relative told us, “The manager's and team care, and care dearly about the people in their care. That is priceless.” Staff got to know people well, how they liked their care to be delivered and what they enjoyed doing. One member of staff told us, “We always ask residents what they want, we like to offer variety.”

People’s care plans contained details of people’s choices and preferences. These were kept under review and staff were aware of them.

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

Previous areas requiring improvement identified at the last inspection had been met in respect to engaging with people and promoting their independence. People told us staff supported them to lead independent lives, and the support provided helped them to create the lives they wanted. A relative told us, “The staff are very kind and supportive and do their very best to make each day special and fun. From playing games to singing to escorting [my relative] out and about in the community.” Staff gave us examples of how they promoted people’s independence, such as encouraging them to cook for themselves and help with meal planning and shopping. We saw activities were planned individually for people. People enjoyed reading and arts and crafts, and staff made time to sit with people and talk about their interests.

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.

Staff were on hand to support people when they wanted and needed it. They responded quickly to people’s requests. A relative told us, “The staff are very sensitive, caring and supportive of my [relative].”

Staff were aware of people’s needs and understood when people needed assistance. One member of staff told us, “We always ask residents what they want. We know their preferences and give as much choice as we can.” Feedback from people was monitored to ensure their needs were met and the registered manager regularly observed care and spoke with people to ensure they were happy.

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

Staff told us the management fostered a positive work environment and looked out for their wellbeing. One member of staff told us, “We have very supportive managers, I like working here. I’m not unhappy about anything.”