- Care home
Highwood Care Home
Report from 15 August 2025 assessment
Contents
Ratings
Our view of the service
Date of assessment 27 August to 11 September 2025. We visited the service on 27, 28 and 29 August 2025.
Highwood Care Home is a newly registered service. The assessment was carried out as we had concerns in relation to staffing levels, poor recruitment practices, poor induction and a lack of training for staff. We had also received complaints about the standard of care and food provision. We had assurances gained from the registered manager and provider on all occasions when issues had been raised.
Highwood is a care home providing nursing and personal care to a maximum of 67 people aged 65 and over. At the time of our assessment there were 33 people living at the home.
Records viewed consistently showed there was a proactive culture regarding health and safety incidents or concerns. These had been effectively reflected upon and used to drive improvement.Accidents and incidents were monitored for any patterns to aid learning and resulted in changes that improved care for people. There was appropriate and timely referrals and reviews of people’s care and support. For example, with GPs, community nurses, respiratory nurses, hospice nurses, occupational therapists, older people mental health team (OPMHT) and speech and language therapy team (SALT).
The service worked in partnership with people to understand and manage risks. People lived safely and free from unwarranted restrictions because the service assessed, monitored, and managed safety well. We found the service was working within the principles of the Mental Capacity Act 2005 (MCA) and if needed, appropriate legal authorisations were requested to deprive a person of their liberty. Any conditions related to Deprivation of Liberty Safeguards (DoLS) authorisations were being met.
Staff were trained to monitor, anticipate, and observe changes in behaviour. This helped them identify if people were unwell or upset and provide the support they needed. Effective infection control measures were in place. Medicines were managed safely.
The provider undertook regular health and safety checks of the premises. Safety systems and equipment used at the service were maintained and serviced at regular intervals to make sure these remained in good order and safe for use.
The service made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. The provider used safe and effective recruitment and selection processes to recruit new staff.
People had care and support plans that were personalised, holistic, strengths-based and reflected their needs and aspirations, including their physical and mental health needs. Regular reviews took place to ensure people’s current and changing needs were being met. People felt valued by staff who showed genuine interest in their well-being and quality of life. People’s specific nutrition and hydration needs were met in line with current guidance.
People received kind and compassionate care from staff who used positive, respectful language which people understood and responded well to. People’s equality, diversity and human rights were respected. Staff saw people as their equal and created a warm and inclusive atmosphere. Staff relationships with people were caring and supportive. People engaged in a variety of person-centred activities. Throughout our visits we saw people being encouraged by staff to be as independent as possible. For example, whilst mobilising around the home, joining in activities, and eating independently with the aid of adaptations.
The service worked hard to instil a culture of care in which staff truly valued and promoted people’s individuality, protected their rights, and enabled them to develop and flourish. Staff and leaders demonstrated a positive, compassionate, listening culture which promoted trust and understanding between them, and people using the service and were focused on learning and improvement.
There were clear and effective governance, management, sustainability, and accountability arrangements in place to monitor the quality and safety of the service.
The provider and their management team worked with other services, including the local authority. They accessed best practice learning resources and kept up to date with changes in the social care system.
People's experience of this service
People said they felt safe with staff and were happy with the support provided by them. People’s comments included, “Staff members are caring”, “I feel safe, and the staff are ready to help when I need it” and “Thumbs up for the admin and front desk team. They must get a mention as they are always helpful and pleasant.”
People were supported to have choice and control over their own care and to make decisions about their care, treatment, and wellbeing. A person commented, "I choose when I want to get up, I like my bed."
People confirmed they had care and support plans that reflected their needs and aspirations, including physical, emotional and mental health needs.
People were supported to maintain relationships and networks important to them, this included access to their friends and family. For example, care plans documented the importance to people of seeing their family and friends.
Activities formed an important part of people’s lives. People engaged in a variety of person-centred activities.
People confirmed their needs were met by staff in partnership with relevant health and social care professionals.
People said they liked the staff supporting them and support was available in a timely manner.
People’s specific nutrition and hydration needs were met in line with current guidance. People commented, "The food is very nice" and “I love my food, especially the curry.”
People said staff were kind and caring and felt valued by staff who showed genuine interest in their well-being and quality of life. Compliments received included, "We have been impressed with the exceptional care, kindness and good humour from everyone looking after [relative]" and "You have shown care, compassion and support to both [relative] and the family throughout [relative's] time with you."