The Highviews

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Previous areas requiring improvement identified at the last inspection had been met in respect to planning person centred care. Care plans contained person centred information that enabled staff to know what care and support people needed. Care plans contained people’s personal information, which was used to guide staff on delivering person centred care.

People told us that staff knew them well and they had been involved in developing their care plans in line with their needs and preferences. A member of staff said, “The care plans contain everything we need. They are updated when things change.”

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

We could not get direct feedback from people in relation to care provision, integration and continuity. However, staff understood people’s needs, for health, wellbeing and their cultural needs, for example around their food and faith. People were also supported to take part in activities outside of the service, including attending local events, taking part in volunteering opportunities and socialising with friends.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People told us they were provided with the information they needed about their care and support and had access to systems that allowed them to communicate more effectively. For example, we saw staff supporting people to make choices using picture boards and other visual aids.

Staff and leaders confirmed people’s needs to have information in an accessible format was assessed and recorded. These needs were met and reviewed to support people’s care and treatment in line with the Accessible Information Standard. Staff confirmed they supported people to access and understand information relevant to them.

Policies such as safeguarding and complaints could be provided to people in formats which were accessible for them. If required, people were able to use alternative forms of communication in their care plans and risk assessments to ensure their understanding, for example, using pictorial information or large print.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

People said they would speak up if they had any concerns and were confident they would be listened to. A relative told us, “I have found over the last year, that a huge plus is that the managers listen to any concerns or suggestions that we as a family may have and then relay these back to the staff.”

Feedback from staff and leaders confirmed they actively listened and involved people. They described how they communicated with people in a way they understood, and which was meaningful to them. The provider explained the formal complaints procedure to obtain people’s feedback. Staff knew about the complaint's procedure. Staff told us they would take complaints seriously and follow the provider’s complaints procedure.

Processes were in place to ensure people’s voices were heard. There were opportunities for people to make a complaint or feedback to staff at any time. Any concerns raised were treated professionally and as an opportunity to learn.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Feedback from staff and partners confirmed people had free choice and access to any external service provisions they required. Processes were in place to ensure people did not experience any barriers in accessing the care and support they required.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We could not get direct feedback from people in relation to equity in experiences and outcomes. However, feedback we received from staff and documentation we saw showed that people, sometimes with support, were in control of their care.

Staff had completed training around Equality, Diversity and Human Rights (EDHR), which helped to recognise, promote and protect people's protected characteristics. Staff showed a good awareness of what discrimination meant and how to challenge any concerns. Processes were in place to help ensure people’s care, treatment and support promoted equality, removed barriers and protected their rights.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Details around people’s wishes and decisions were recorded in their care plans. For example, people wished to develop skills, engage in community activities and work, and make more choices on how they lived their life in the future. People’s wishes and decisions were also recorded around the end of their life.