Highbury Residential Home

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

This means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question Good. At this assessment the rating has remained Good. This meant people’s needs were met through good organisation and delivery.

This service scored 79 (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 made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care plans were person-centred to help ensure care was provided in accordance with people’s needs and preferences. Daily records showed people were able to make daily choices about how and where they spent their time. Where required, additional monitoring was put in place to ensure people were encouraged to eat and drink or people were supported to move regularly if they needed to. One person told us, “They remind me, or I remind them if I need to move, I suppose we are a team like that. I know I can’t sit too long in one position.”

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.

Staff recognised when people were at risk from poorer experiences and worked to ensure everyone was included and provided advocacy where needed. Staff worked closely with relatives and the local community to ensure people were safe when they went out independently or accessed health appointments. The management team and staff supported everyone equally to access local and wider services.

People and their relatives confirmed they had access to primary health care services, or that their loved ones attended regular appointments to ensure continuity of care and treatment. One person said, “We have the GP ward rounds weekly. If we want to discuss anything with the doctor, the manager will pop me on the list for a chat. We also have a dentist and optician visit here. This is helpful as I can’t get about like I used to.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. People’s care plans included information around their preferences for communication and how information should be shared with them. Guidance included environmental issues, such as giving information in a quiet area. We observed appropriate signage throughout the environment for people to use to find their bearings, and recent improvements had been made to personalise people’s bedroom doors with memorabilia and photos of people or things that are important to them.

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 policies and procedures in place to manage complaints effectively. When people raised complaints, these were investigated and the findings shared with the complainant timely.

People and relatives confirmed there were regular relative and resident meetings held at the service to ensure people had the opportunity to discuss and contribute to the running of the service. We reviewed residents meeting minutes from January 2025 to April 2025, these were well attended by people living at the service. Action plans were created by the registered manager following the meeting and signed off once they were achieved. One relative told us, “They have individual meetings about [Name] care planning and regular resident meetings. [Name] attends them regularly. I know they discussed having groups come to visit. Now they have a local Nursery visit, they bring in the toddlers and babies and everyone sings with the children.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff had good working relationships with local health professionals and knew how to contact the appropriate teams to support people when the need arose. People and relatives confirmed staff were quick to respond to changes in people’s needs and support people to contact routine and specialist services when required. One health professional told us, “We have a good working relationship with the service. They are quick to get me in if needed and not shy at requesting appropriate referrals if they felt it would benefit the patient.”

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

Care records included information of how the service considered peoples protected characteristics and made reasonable adjustments to support equity in experience and outcomes. For example, one person was supported with an interpreter at their recent Deprivation of Liberty Safeguard (DOLs) meeting and throughout a meeting with their solicitor regarding personal finances. This enabled the person to fully contribute to decision making about their care, support and personal circumstances.

The registered manager also provided examples of further support. The registered manager told us, “Due to their weight [Name] was unable to comfortably sit in a standard wheelchair for any length of time. Supporting them in the community was difficult as [Name] had the feeling of falling or slipping out of the chair and found this distressed them. They told us they would like to lose a little weight and was happy for us to seek guidance from the GP. As [Name] is not mobile, they are unable to exercise as much as they would like but does join in with armchair exercises 5 days a week. GP advised following a calorie-controlled diet, which we put in place. We also spoke with [Name] family regarding being measured for a chair of their own, they agreed for this and was happy to purchase one. [Name] now has a bespoke chair that they appear more comfortable in and are now able to go out more frequently.”

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.

One person was supported by the management team to plan a move from the service to a residential home closer to their family members. The registered manager told us, “[Name] wanted to move into a new home nearer to their family. I arranged for the person to visit the new service they were thinking of moving to. We had a look around and the person stayed for the morning and had lunch too. They met some of the residents and staff before returning. I am pleased to say [Name] decided they didn’t want to move and realised how much they liked it here. So, they decided to remain at Highbury.”

People and those important to them were given the opportunity to discuss their end of life wishes and care plans reflected their wishes where they had made decisions.