High View Care Services Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

People were receiving a service that was well led.

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.

There was a genuine understanding and commitment from everyone that worked at the service that focussed on engaging and getting to know people using the service, ‘the person’. There was a slow and methodical process of strengthening, empowering and rehabilitating people. The registered manager told us the aim of the service was to work with ‘the person’ to help them become more independent, to support them to understand their conditions, support them to engage with the community, relearn lost skills and learn new skills before in some cases moving back with their families or into their own homes. A relative told us, “The service does an incredible job. My loved one has improved so much.”

Staff were supported by capable and inclusive leaders. The service had a registered manager in post; they managed 2 of the providers locations. They were knowledgeable about their responsibilities regarding the Health and Social Care Act 2014. A service manager was in post; they managed the service day to day with support from a deputy manager. The registered manager told us they visited the home regularly ‘almost daily’ each week for meetings and reviews and to offer support to the service manager and staff.

Management support was available for staff when they needed it. The registered manager told us there is a 24 hour on-call system in place where staff could contact managers if they needed any advice or support. Staff spoke highly about the management team. A staff member told us, “The management team motivate me, I have recently been given the position of an activity’s coordinator, they have given me a lot of training, I am so happy to be here.” Another said, “The management team help us (staff), they are very supportive, I can always talk to the managers.”

There were systems to enable staff and others to speak up. People told us they felt comfortable speaking with staff if they needed to raise any issues. We saw the minutes from regular residents’ meetings. These were well attended by people using the service. Staff told us there were regular team meetings where they could express their views and opinions. A staff member told us, “We pour our hearts out at team meetings. If we have any worries or concerns, the managers always listen and act.” Another said, "The management team are very responsible and understanding and always willing to listen to any suggestions staff make."

The registered manager told us they operated an open-door policy where any concerns raised by staff were taken seriously. The provider’s human resources team held workshops at the service to encourage staff to communicate with them directly if they had any concerns. We saw a poster on a notice board entitled ‘Raising concerns, freedom to speak up and whistle blowing’ this included guidance for staff on reporting any concerns they had. A staff member said, “The registered mangers door is always open, I feel free to meet and talk with them if I have something on my mind.”

The registered manager told us they supported all staff regarding their diverse needs. They acted following a ‘You said we did’ questionnaire. One of the actions included the provision for a multifaith prayer room where staff of different religious beliefs were able to spend time in contemplation or prayer. A staff member told us, “All of the staff here are treated with respect. We celebrate our cultures such as Black History Month and St Patricks Day. There is also prayer room for staff to use if they wish.”

The provider had systems for monitoring and improving the quality of the service. Monthly managers audits and checks oversaw good service delivery and ensured people’s safety. These audits covered areas such as, medicines, staff training and supervision, care files, staff and residents’ meetings, health and safety, fire safety, infection control, complaints, accidents and incidents and safeguarding concerns. We saw a report from an unannounced nighttime spot check carried out at the service in July 2025. The registered manager told us these checks were carried out to make sure staff were supporting people in line with their care needs.

The service worked in partnership with other agencies and services to achieve outcomes for people. These included a GP practice and the community multidisciplinary and mental health teams. People had access to community centres and a college which worked to improve the well-being of people with brain injury. The college also included workshops for people with mental health needs. The registered manager told us they recently worked with a family tracing team to support a person to find lost family members.

The service also worked with local authorities that commissioned services from the provider. The registered manager told us a local authority had recently carried out a visit to the service which had been very thorough and supportive. They also told us they regularly attended local authority providers forums where they learned about and shared good practice. After learning from a recent provider forum, the service had introduced a falls protocol for staff to follow, and staff were completing specific training to allow them to use a tool for physical deterioration and escalation.

There were systems for learning. These included regular training sessions for staff, meetings and staff supervisions. The management team discussed learning from accidents, incidents and complaints with staff.