Highwell House Care Home with Nursing

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 good. At this assessment the rating has changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 95 (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 was exceptional in promoting a culture where people were consistently treated with kindness, compassion, empathy and respect. Throughout the inspection, we observed a deeply embedded person-centred culture where people's wellbeing, dignity and individuality were at the heart of everything staff did. Staff demonstrated genuine warmth and developed meaningful relationships with people, ensuring support was tailored to their preferences, wishes and needs.

Interactions were consistently caring, unhurried and responsive. Staff spent time listening to people, engaging in conversations that were important to them and supporting them in ways that promoted choice, independence and confidence. One person told us, “Everybody is nice and friendly. You can have what you want when you want it. If you have any problems, they help you. I’m happy here. I didn’t think I would fit in, but I really have.” Another person's relative said, “It’s like a family here, the staff are great. (Name) has blossomed since moving in here.”

People appeared relaxed, comfortable and genuinely at home within the service. There was a strong sense of community and belonging, with staff going above and beyond to ensure people felt valued and included. We observed staff anticipating people's needs, offering reassurance and encouragement, and providing support in a way that enhanced people's self-esteem and sense of worth. The atmosphere throughout the home was calm, warm and welcoming, reflecting the service's compassionate and values-led approach to care. One relative told us, “The staff are so friendly and welcoming. They treat (name) like she is special.”

Staff took time to understand people's life histories, interests and the relationships that mattered most to them. This enabled them to provide highly personalised support that had a meaningful impact on people's emotional wellbeing and quality of life. For example, staff recognised the significant comfort, companionship and reassurance one person gained from their cat. Understanding the importance of this relationship, they arranged for the cat to move into the home so they could remain together. Staff developed a plan outlining the cat's care needs and responsibilities, ensuring the pet was well cared for while fitting positively into the home environment. This person-centred approach helped maintain the person's emotional wellbeing and demonstrated staff's commitment to supporting what mattered most to people.

The service had developed positive and respectful relationships with external professionals, who consistently praised the caring and compassionate approach of staff. Professionals described staff as being genuinely committed to achieving positive outcomes for people and promoting their wellbeing. One healthcare professional told us, “The nurses are compassionate, they really care.”

The consistently positive feedback from people, relatives and professionals, alongside our observations, demonstrated a culture where kindness and compassion were not simply expected but were embedded in everyday practice. This had a significant and lasting impact on people's experiences, wellbeing and quality of life.

The provider treated people as individuals and was exceptional in making sure care and support reflected people's needs, preferences and wishes. Staff recognised people's strengths, abilities, backgrounds, cultures and life experiences, and used this knowledge to provide highly personalised care.

In a resident’s survey one person said; “People do listen to me, like when I wanted to see my little dog, the staff made sure I could keep seeing her. After she died, the staff supported me to see her ashes, it was very important to me”.

Staff placed great importance on getting to know people well. They described this as understanding a person's "personhood" and took time to learn about people's families, life experiences, achievements, interests and the things that mattered most to them. This information was shared with staff, so everyone had a good understanding of each person's life and what was important to them.

Staff used this knowledge to tailor the support they provided. Conversations, activities and care were adapted to reflect people's interests, preferences and experiences. This helped people feel valued, understood and respected, while supporting their wellbeing and sense of belonging.

Staff often went above and beyond to improve people's wellbeing. For example, through spending time with one person, staff learned that a particular cologne reminded them of a loved one and brought back happy memories. Staff bought the cologne for the person to keep in their room, recognising the comfort and reassurance it provided. This demonstrated the caring and thoughtful way staff supported people's emotional wellbeing.

Significant investment by the provider, together with the commitment of staff, enabled people to take part in a wide range of activities both within the service and in the local community. People had access to a dedicated wellbeing hub, which provided opportunities to enjoy activities away from the main home environment. Although close to the service, people were supported to travel to the hub, helping to create a sense of independence and purpose.

The hub was used for a variety of activities, including beauty treatments, arts and crafts, social events and celebrations. It provided a welcoming space where people could enjoy meaningful experiences based on their interests and preferences. For example, one person celebrated a milestone birthday there with family and friends. Having a dedicated venue allowed them to enjoy a special celebration in a relaxed and private setting and create lasting memories with loved ones.

People were also supported to remain active members of their local community. They attended community groups and enjoyed outings to places of interest, including garden centres, beauty spots, music sessions and bowling trips. Activities were planned around people's individual interests rather than a one-size-fits-all approach. People and their relatives spoke positively about the opportunities available and told us their ideas and preferences were listened to. One relative said, “(Name) gets involved in the activities they like and in the past they have made a trip out that has been specific to them.”

This personalised approach helped people continue to take part in the activities, relationships and experiences that were important to them, improving their wellbeing and quality of life.

The provider was exceptional at promoting people's independence, ensuring they understood their rights and had genuine choice and control over their care, treatment and wellbeing.

People were consistently empowered to make decisions about their daily lives and experienced care that was flexible, responsive and centred on their individual needs, preferences and aspirations. They remained in control of how they spent their time and were encouraged to share their social interests and preferences, ensuring opportunities for meaningful engagement reflected what was important to them. One person told us, "I like to do things my way. The staff support me with this."

Staff took a proactive approach to involving people in decisions about their lives, activities and future aspirations. People's views were not only listened to but directly influenced the support they received. When people expressed wishes or goals, staff worked creatively and persistently alongside them to identify opportunities that enabled these to become a reality. For one person moving into the service, what mattered most to them was their relationship with their husband. Moving into the service meant they could no longer live together. Staff recognised the significance of this relationship and the importance of maintaining familiar routines. They supported the person and their husband to continue aspects of the life they had enjoyed throughout their marriage, including sharing meals together every day during his visits. Facilitating this time together preserved their relationship, independence and sense of normality. The couple shared a wish to celebrate their 50th wedding anniversary surrounded by family, something they feared might no longer be possible following the person's move into the service. Staff recognised that this milestone represented far more than a celebration; it was an opportunity to honour a lifetime of memories, commitment and shared experiences. Working closely with the couple and their family, staff carefully planned a personalised celebration that reflected their life together. A private celebration was arranged in which every detail reflected their wishes, including a menu inspired by the food served at their wedding reception and music from their wedding day, including their first dance. This personalised approach enabled the couple to celebrate a significant life event in a meaningful way, staff transformed a wish in to a memorable reality, helping the couple to maintain their identity and relationship.

The provider also used technology to enhance people's independence, choice and wellbeing. For example, smart speaker devices were available in communal areas, enabling people to independently choose music through simple voice requests. We observed people using the devices during mealtimes, which encouraged conversation, social interaction and enjoyment. This enabled people to make choices about their daily experiences while supporting meaningful engagement with others.

Staff went beyond meeting people's immediate care needs and supported them to continue living in ways that reflected their values, relationships and sense of identity. For 1 person receiving end-of-life care, maintaining their role as a mother and creating lasting memories with their family was especially important. Staff took time to understand these wishes and worked collaboratively to make them possible. They coordinated personalised community outings, adjusted staffing arrangements and provided practical support to enable the person to spend meaningful, uninterrupted time with their family despite the challenges presented by their deteriorating health.

The impact of this support was significant. The person was able to continue fulfilling a role that mattered deeply to them, maintain important family relationships and create meaningful memories at a particularly important stage of their life. The flexibility and compassion shown by staff reduced anxiety for both the person and their family, preserved the person's sense of identity and control, and promoted their emotional wellbeing. Rather than focusing solely on the person's care needs, staff enabled them to continue living in accordance with their wishes, values and relationships until the end of their life.

The provider was exceptional at listening to people and understanding their needs, views and wishes.Staff were attentive and responded quickly to people's needs, helping to reduce any discomfort, anxiety or distress.

Staff also responded well to people's emotional needs. For example, 1 person came to the service very withdrawn and had been living with long-term depression. They rarely engaged with others, often refused support and spent much of their time in bed. Staff treated the person with patience and kindness and gradually built a trusting relationship with them. As they got to know the person, staff learned they found comfort in being around dogs. Staff used this knowledge to involve the home's dog in their daily life. The dog became a source of comfort and companionship, helping the person feel more at ease and encouraging them to engage with others. Over time, the person became more involved in daily life, grew in confidence and experienced an improvement in their emotional wellbeing. The adaptation in support provided by staff met the person's individual needs and helped improve their quality of life.

People received support when they needed it. Call bells were available in bedrooms, and staff were regularly present in communal areas, meaning help was always close by. People and their relatives consistently told us staff responded quickly and often recognised when support was needed before people had to ask. One person told us, “Staff will jump to whatever needs doing.”

The provider promoted a positive culture where staff felt supported, valued and able to do their jobs well. They recognised that staff wellbeing was important in helping people receive good quality, person-centred care.

Staff wellbeing was discussed during regular supervision and appraisal meetings. An open-door policy meant staff felt able to speak with managers whenever they needed advice, support or guidance.

Staff told us they felt listened to and supported by the management team. One staff member spoke about their career goals and told us managers were encouraging and supporting them to develop their skills and progress in their role.

We observed a happy and motivated staff team who spoke positively about their work and the support they received. Staff were proud of the care they provided and described working as part of a team committed to delivering person-centred care. One staff member told us, “I love coming to work every day. I love seeing the residents and the difference we make.”

The supportive culture helped staff feel confident and valued, which had a positive impact on the care and support people received.