High Healthcare

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.

This is the first assessment for this newly registered service. This key question has been rated Good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People’s care was delivered in a generally person-centred way, and staff responded to their needs, but the service’s records did not always fully capture individual preferences and personal information to support consistent, tailored care.

While formal care plans were not always in place, visit-by-visit plans and daily care notes showed staff were delivering person-centred care and meeting people’s needs consistently. People and relatives reported being involved in planning and updating care, and feedback indicated staff responded to preferences and individual requirements. One person explained how their care package was set up thoughtfully and reviews occurred at least every 6 months to ensure the care remained appropriate.
However, some records did not include important background information about the person, such as their personal history, likes, and preferences. The absence of consistent formal care plans and comprehensive personal information limited the service’s ability to consistently demonstrate fully individualised care in written records.
 

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.
People reported feeling they received the care and treatment they were paying for. Evidence showed the service worked flexibly with other professionals and services to adapt care and support in response to people’s changing needs.
People also said they received support from a consistent staff team, helping to ensure continuity of care and a stable care experience.
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.
Information was available to people in a range of formats to meet individual needs, and care plans could be printed if requested. People confirmed they had been actively involved in creating their plan of care, which was regularly reviewed with them.
Staff ensured information was clear and accessible, helping people understand the care and support they were receiving and giving them the opportunity to contribute to decisions about their care. This approach supported people to feel informed and in control.
 

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.
The provider had effective systems and processes to gather feedback from people, their relatives, and staff. Records showed feedback was reviewed and analysed, with outcomes shared with staff to develop practice and drive ongoing improvements in the service.
Complaints were managed appropriately; only 1 had been received, and a clear process was in place to record outcomes and actions taken. One person told us, “I have absolutely no complaints or issues and would highly recommend this service.”
Compliments were also documented, highlighting praise and thanks for staff and the service for the care and support provided.
Staff told us they had regular staff meetings with the registered manager, where they shared good practice and gave feedback on what was going well and any areas for improvement. The providers systems reflected a strong commitment to listening to people, valuing their views, and using feedback to continually enhance the quality of care.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.
People were able to access support when needed, with call timings agreed in advance and consistently met by staff. In emergency situations, records showed staff sought appropriate support and treatment, ensuring timely care. Partnership working with other professionals was evident, helping to make sure everyone had fair and equal access to treatments and support.
The service had an on-call system in place, allowing both staff and people to access guidance and emergency support outside of normal hours. This approach reflected a commitment to providing equitable access to care and support whenever required, helping people feel safe and supported at all times.
 

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.
No one we spoke with raised concerns about discrimination, and people and their relatives reported feeling treated fairly and equitably. There had been no reported issues relating to discrimination within the service.
The service understood potential barriers some people might face in accessing care or receiving safe treatment. Steps were taken to ensure staff were adequately trained to overcome these barriers and to understand each person’s assessed needs. Policies on equality were in place and aligned with current best practice, and staff received training to understand equality and identify any potential discrimination.
People requiring higher levels of support, including someone beginning to experience dementia, received the same quality of care as those with fewer support needs. This reflected a consistent focus on providing fair, personalised care and ensuring positive outcomes for everyone using the service.
 

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.
No one was actively receiving end of life care at the time of assessment. Staff had received training in end of life care and were prepared to provide support when this aspect of care was required.
Planning for the future also focused on supporting people to maintain independence and participate in meaningful activities. Staff and the provider worked with people to maintain skills and access the community safely. This approach helped some people remain engaged, active, and supported in achieving personal goals, promoting wellbeing and quality of life.