Highlea Care Limited

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 remained good. This meant people felt well-supported, cared for and treated with dignity and respect.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People were treated with kindness, dignity and respect by staff who knew them well. We observed numerous caring interactions between people and staff when we visited people. Staff talked to one person about their favourite films, which the person then brought from their bedroom to watch with a staff member. Staff treated colleagues from other organisations with kindness and respect.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People’s care was based on their assessed needs and preferences, emphasising what was important to them.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The provider was developing an ‘Ambassadors Programme’ where people could apply for a role in monitoring and improving standards at the service, and receive training to support them in this. A member of staff told us, “They're now going to be part of a quality forum nationally and be a voice of people at Highlea Care.”

The provider listened to and understood people’s needs, views and wishes. Where people could not communicate verbally, interactions between staff and people demonstrated relationships were caring and compassionate, enabling staff to anticipate and meet people’s needs quickly and in ways that reduced people’s discomfort and distress.

The provider had a wide range of policies and procedures in place to support staff wellbeing. These included recognition awards, wellbeing forums and staff champions. However, we received mixed feedback from staff on how the provider supported and promoted the wellbeing of their staff. Some praised the leadership of the service, but others told us they did not always feel supported to carry out their roles. We spoke with the provider about this feedback, who told us they were continually monitoring how workforce wellbeing was supported and could be improved.