Highgrove

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 were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff knocking on people’s doors and treating people with kindness and respect. People and relatives were positive about the staff at Highgrove. One person told us, “The staff are nice and helpful.” A relative told us, “It is lovely here. They are all so helpful. They talk to [person] and make a fuss of them.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People’s preferences were upheld, and they were supported to make choices about their daily care, such as when they wished to get up and which activities they wanted to take part in. We observed that individuals were encouraged to express their personality and personalise their bedrooms with items meaningful to them. People and their families were positive about the personalised support they received. One relative told us, “They don’t rush [person] and let them take the days at their own pace.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People were encouraged to maintain their independence and make choices about their daily care and support. Staff knew people well and supported healthy lifestyles and meaningful activities. An activities staff member planned and delivered activities tailored to people’s interests. One person told us, “If you want to do the activities, [Name of activities coordinator] varies it well. There are different things going on every day …All these things on my wall are things I’ve made in the arts and crafts.” Another person commented, “There are activities. I do a lot of walking each day as well which keeps me fit.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were knowledgeable about individuals’ needs and adapted support when circumstances changed. Staff were responsive to people’s requests for help, and we saw staff responding to people in a timely manner. A person told us,“The staff are very helpful and approachable. There is always someone knocking about if we need them.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff from induction were provided with the skills and knowledge to feel confident to provide safe and effective support. Support was provided through supervision, appraisal and team meetings. Staff were encouraged to develop professionally and the majority reported feeling well supported. One staff member told us, “Management has always got time if I have any issues. Their door is always open. They are very supportive.” However, we received some feedback that not all staff felt their suggestions were heard or that they were supported by all of the senior team. We shared this with the provider who agreed to explore this, to ensure all staff felt consistently supported. The provider had systems in place to recognise staff performance and promote morale including staff appreciation initiatives and other incentives.