High Trees Residential Home

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.

Staff were skilled in talking with people and establishing a rapport. Observations evidenced people were treated with dignity and respect. People were comfortable and relaxed in the presence of staff. One relative told us, “Staff are friendly and approachable. They are transparent and clear and very much understand [person’s] needs.”

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 bedrooms were person centred and individualised.

Support records evidenced information about people’s individual needs, strengths and personal history. People’s communication needs were assessed, and information was recorded to help guide staff practice. Staff were familiar with people’s non-verbal communication cues.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Observations evidenced people were offered activities throughout the day and were involved in choosing what they would like to do. People were supported to maintain important relationships with family, friends, and community groups.

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 attentive to people’s needs and responded quickly when people wanted or needed anything. Staff knew people very well and were able to anticipate and manage situations that may cause people distress.

Information for staff about how to avoid people becoming anxious or distressed was included in people’s care plans.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working at High Trees Residential Home. They told us they were well supported by colleagues and managers alike and had regular supervision sessions and staff meetings. A staff member said, “The manager is fantastic and very supportive.”