The Highviews

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question Requires Improvement. At this assessment the rating has changed to Good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred 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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

The registered manager and staff shared a common understanding of what good care looked like, and how they should work together to achieve it, and ensured good outcomes for people. Induction, training, learning and reflection all ensured staff were reminded of their core purpose and supported to continue achieving it. Staff believed in the positive impact they could have in people’s lives. A member of staff told us, “We are a very person centred small service. We are able to deeply understand their needs and preferences. We build a strong relationship with them and their families.” People, their representatives and external professionals felt the service was well-led, with the registered manager being visible and accountable. Policies and procedures had regard to equality and human rights, equity of care experiences, diversity and inclusion and the needs of people.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

The registered manager told us, “I’m proud of my team. They put the person at the centre of their care, they understand them and support them.” Staff spoke highly of the management team. One member of staff told us, “We have a strong team work ethic. We have a good relationship and support with the managers. There is an open-door policy.” A healthcare professional told us, “Since the current registered manager was appointed, I feel there has been a positive culture shift within the staff team. I feel that they now understand their safeguarding duties including when to raise concerns, and why it is safe and appropriate to follow the guidance of professionals.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

The service had policies and procedures that supported staff in speaking up. Policies included the topics of safeguarding and whistleblowing. The registered manager told us the service actively supported staff to speak up with any concerns or suggestions. They said, “Staff challenge me and I like it. They raise things with me and are confident to have an input and share their experience.” Staff confirmed this. One member of staff told us, “We offer suggestions and they are often implemented.”

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

The registered manager and all the staff we spoke with told us the service was inclusive and they were treated with respect. Policies and procedures supported diversity and inclusion within the service.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

Previous areas requiring improvement identified at the last inspection had been met in respect to systems of governance and quality monitoring. Quality assurance processes were in place, which gave an effective overview of quality of the service and identified any shortfalls. The results of these audits were used to drive improvement and sustain quality of care.
 

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

The service had a good relationship with external professionals. Staff said health professionals visited the service regularly and would carry out reviews when needed. One health professional told us, “I can confirm that I feel on the whole The Highviews keeps people safe and provides care that meets their needs. I also feel that the staff from The Highviews raise issues with me in a timely way, listen and act upon my guidance, advice and recommendations. I feel The Highviews is well run, and their staff and leaders appear confident and competent." People were supported to access their interests outside the service, engaged in voluntary employment and played an active part in their local community.
 

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The registered manager kept up to date with developments and changes within the sector, including through membership of professional bodies and attending care forums. Staff were encouraged to develop their skills and learning so they could provide the most appropriate care for people using up to date best practice guidelines. One member of staff told us, “I have had enough training to do my role, and I am supported to develop further. I just have to ask the manager and she will make training available for me.”