Highfield House

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 good. At this assessment the rating has remained 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. People received person-centred care. Relatives told us they felt staff understood people’s needs and preferences and monitored the care plan well, adjusting when needed. Staff told us they spent time getting to know people and understanding their preferences. We saw staff used the information in people’s care plans to guide how they offered support and understand what people needed. Staff told us how they worked with relatives to understand any cultural needs and preferences. Care plans were detailed with information which described the best environments for people, how to support them to remain calm and information about important relationships.

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. The manager said, “We have a multi-disciplinary team approach to care plans, we engage with professionals and get agreement, and we also have some input from family members and people.” The manager gave examples of how they worked with different professionals to develop care plans for people and records we saw supported what we were told.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People had their individual communication needs assessed, and plans were in place to meet them. A relative told us, “The staff communicate with [person’s name] properly, they do understand but it is hard because they can’t have conversations.” The manager told us most people used objects of reference and signs for communication, and this was documented in an individual plan. Staff could describe how they used different communication approaches with individuals. A staff member told us, “We must learn what they are communicating with us; it takes time to get to know people. Some people use picture cards to help them. We work with people to understand their communication needs.” We saw individual plans were in place and observed staff following these when engaging with people.

The provider made it easy for people to share feedback and ideas, or raise complaints abouttheir care, treatment and support. The provider had a complaints policy in place and ensured everyone was aware of how to raise any concerns. Relatives told us they understood how to raise concerns and shared examples of how the provider responded when they raised issues. There was a system in place to ensure any complaints were logged, investigated and responded to.

The provider made sure that people could access the care, support and treatment they needed when they needed it. The provider had systems in place to ensure people could access care and support when needed. The manager told us they made adjustments to ensure people could access support to maintain and improve their health and wellbeing. We saw health action plans were in place to support people to access health care and support.

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. The provider was aware of the inequalities people living at the service may face and had systems in place to address this. People had identified outcomes and set goals, and these were monitored to ensure progress.

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. People and their relatives were involved in planning for the future. The manager told us care planning for when people came to the end of their life was in place where this was appropriate and these plans had been discussed and agreed with people’s families. We saw plans were in place and detailed people’s future wishes.