The Highviews

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

People and their relatives told us they were involved in the planning and reviewing of their care. Care plans we looked at showed that a comprehensive assessment had taken place to ensure people’s needs could be met. The care plans were informative and clear.

People were assessed prior to moving to the service to ensure their needs could be met. The registered manager told us, “We involve the person, their family and any relevant professionals. We make sure we can meet people’s needs, but we also need to ensure anybody moving into the home is the right fit to get along with the residents who already live here.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People were supported in line with their needs, including with their nutrition and hydration needs. One person told us, “The food is tasty, we get a choice from the menu every day.” Staff told us people's care plans were kept up to date to include their current needs, how these were to be met and desired outcomes. A member of staff told us, “We get all the information we need to care for people. We know them really well.” Staff told us they assisted people to access the support they needed from other professionals and services.

Processes were in place which showed people’s needs had been identified and continued to be reviewed and amended. Where people had specific nutritional requirements, staff were aware of these and supported people accordingly. Nationally recognised assessment tools were used. Concerns were escalated quickly and acted on. Support from specialist teams was sought when required.
 

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

We received positive feedback from people and professionals in respect to communication between the service and professionals. A health professional told us, “I have found the team at The Highviews to be very responsive and holistic, and they try and address the care of their residents touching on all bases. They have always engaged in the reviews I have done, showing flexibility with appointments, following reasonable adjustments and taken on board any recommendations I have made. There has been one resident in particular, we have been supporting the staff with, and I have been really impressed by how hard the staff have worked to address all of their psychological and physical health needs, providing care in a safe and timely manner. I do not have any concerns about the service.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and, where possible, reduce their future needs for care and support.

People received support to access healthcare, inside and outside of the service. Staff supported and encouraged people to remain healthy. We saw examples of staff supporting people to eat healthily and engage in physical exercise, as we as take part in activities that improved their wellbeing. One person told us, “I like the activities and music sessions, I also have a job at the gym.” The registered manager added, “We look for the positives in people’s behaviour, in the things they do and enjoy. We call them ‘glimmers’ and we record what they were doing, so we can create positive moments for them.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Previous areas requiring improvement identified at the last inspection had been met in respect to the people’s goals and outcomes being recorded. People experienced positive outcomes and had planned goals for the future. For example, one person was being supported to have a romantic relationship, which was important to them. Another person engaged in volunteer work at a local business.

Feedback from staff confirmed people’s care and progress were monitored. Staff were knowledgeable and supportive of people's goals and wishes. The registered manager told us, “My team and I work in genuine partnership with the residents. We want to support them to open their world up and have experiences” Processes were in place to ensure people’s outcomes were monitored, and any changes were implemented. This was evidenced in people’s care plan reviews. Care plans were audited to ensure regular reviews took place and any actions were followed up.
 

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Previous areas requiring improvement identified at the last inspection had been met in respect to assessing people’s consent. People had been assessed for their capacity to consent to aspects of their care. When people were assessed as lacking capacity to make specific decisions, best interest decisions were carried out. These were documented and showed who was involved in the decision-making process and how the decision had been reached. A relative told us, “They also treat my [relative] with respect and dignity and consult him on any decision making.”

Staff knew about consent and had received appropriate training. One member of staff told us, “We have had training around this [consent]. We always ask first.”