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Highwell House Care Home with Nursing Outstanding

Inspection Summary

Overall summary & rating


Updated 6 December 2017

This inspection was carried out on 25 July 2017 and was unannounced.

Highwell House provides accommodation and nursing care for up to 34 people. At the time of our inspection there were 28 older people living at the home some of whom were living with dementia ,

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 and associated regulations about how the service is run.

We last inspected Highwell House in May 2015 and rated the service as Good overall. Since this time further improvements have been made for the benefit of people who live there. The service provided excellent and innovative approaches to person centred care that maintained people’s health and wellbeing. Staff supported people to maintain hobbies and interests, promoting people’s abilities and skills.

The provider's approach to care and support to people was focused on maintaining and improving people's quality of life. The provider was always looking at ways to adapt and improve the care and support to reduce the impact of their health conditions and to improve people’s wellbeing.

People, relatives and professionals were consistently positive about the care provided at Highwell House.

The provider had maintained very high quality care and constantly strived to be the best in the area. The provider was recognised both locally and nationally as being an outstanding contributor to the care field.

People's health needs were monitored and changes were made to people's care in response to any changes in their needs. Current best practice was used to enhance how people’s needs were assessed and addressed. People had access to other health professionals and were referred to them by the registered manager if there were any concerns about their health needs.

There were strong established links with the local community that promoted positive approaches to the people that lived there.

Staff were motivated and had excellent levels of support as well as extensive and on-going training to enable them to meet the individual needs of people living at the home. There were sufficient numbers of experienced and trained staff to ensure people were supported safely and people’s health needs responded to quickly. Medicines were managed safely and people received their medicines in line with their prescription.

People's needs and preferences were responded to effectively. People were supported by a provider and staff team who were focused on getting to know the people they supported. Relatives told us the service was responsive and well managed. People and relatives knew the registered manager and the provider. People were encouraged to be actively involved in the running of the home through regular meetings. They felt that if they had any concerns they were able to speak with the registered manager or provider. The provider welcomed people's views and opinions and acted upon them.

People were consistently treated with dignity and respect. People had good positive relationships with staff. The provider supported people to promote dignity and respect to the wider community and worked to challenge people’s perceptions.

There were a range of audits and checks to make sure that excellent standards of care and support were maintained. Feedback from the people and relatives was gathered on a regular basis and where any actions were identified these were actioned quickly.

People felt safe and knew how to raise concerns. Staff felt comfortable to raise any concerns about people’s safety and understood about how to keep people safe. Staff supported people to take positive risks. Where risks had been identified risk assessments were in place and action had been taken to reduce the risks.

People enjoyed the food and had t

Inspection areas



Updated 6 December 2017

The service was safe.

People were supported by staff who knew how to keep them safe. Staff knew what abuse was and how to respond if they suspected abuse.

There were enough staff to meet people�s health needs and keep people safe.

People were involved in managing the risks around their care and treatment.

People received their medicines when they needed them in a safe way. Medicines were stored securely.



Updated 6 December 2017

The service was effective.

People had support from staff that had the knowledge and skills to meet people�s needs effectively. People had support and access to health professionals when needed.

People had the support they required at mealtimes.

Staff understood the principles of the Mental Capacity Act and the importance of ensuring people were able to make choices and consent to their care.



Updated 6 December 2017

The service was caring.

Staff were kind and caring and treated people with dignity and respect.

People�s views and input into their care was promoted and supported. People felt they could make suggestions about their care at any time with the staff, the registered manager or the provider.

People were involved in planning and reviewing their care and support. They felt they were supported to have choice and to be involved in all aspects of their care.



Updated 6 December 2017

The service was very responsive.

People had care that was completely centred on their own individual needs and preferences.

There were innovative ways of maximising people�s potential and minimising the impact of age related conditions.

People had excellent links with the local community and were encouraged and supported to engage with services and events outside of the service.

People knew how to complain and felt any concerns they had would be listened and responded to.



Updated 6 December 2017

The service was very well led.

The provider always strived for excellence through consultation, research and reflective practice.

People�s care and support was up to date with current research and best practice.

People and staff felt that the registered manager and the provider were approachable and supportive. People said they could talk to the registered manager at any time and they would be listened to.

Positive approaches to the people in Highwell House were promoted to staff and the wider community.

The registered manager monitored the quality of the service by a variety of methods including audits and feedback from people and their families and used the information to make drive continual improvement.