High Trees 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

Responsive – 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 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 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.

People were encouraged and supported to make decisions about their support. Support plans reflected people’s needs and preferences and daily notes reflected staff had supported them in accordance with their wishes. People were supported and encouraged to have a voice in their support delivery. One person we spoke to told us about how they had been supported to fulfil their wish to live more independently, they said, “I feel listened to.”

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.

People were supported to access health and social care professionals when needed. Any advice or guidance was recorded in people’s care plans and was understood and followed by staff.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We observed staff communicating with people in a person-centred and individualised way. The service consistently used easy read signs and pictures to provide information in an accessible way.

People’s communication needs were met and reviewed to support their care and treatment in line with the Accessible Information Standard (AIS). AIS aims to ensure that people who have a disability, impairment or sensory loss can access and understand information about NHS and adult social care services and receive the communication support they need to use those services. This meant information was tailored to people’s individual needs.

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.

Management told us they were starting a new way of seeking people’s view about their care as they had identified that some people’s voices were lost during traditional group meetings, and they would now hold individual meetings to ensure everyone’s voice was heard.

The service made sure that people could access the care, support and treatment they needed when they needed it.

Records showed people were supported to see health and social care professionals when they needed to.

Staff received training in equality and diversity. Staff said they provided care and support which met people’s individual needs.

Out of hours support was in place, covered by the management team to ensure staff always had access to support.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People’s plans of care were highly personalised and ensured staff and managers understood the level of support people required to maintain their hobbies, interests, and relationships with people important to them. People were supported to achieve their goals and pursue new interests.

People's relatives did not report any concerns in relation to discrimination and inequality. Staff completed training in equality and diversity to understand and reduce inequalities that affected outcomes for people they supported. Staff were motivated to identify opportunities for people to try new things. Therefore, despite some people having limited verbal communication, staff and the management team worked to improve their experiences and outcomes through interacting with their family and trying things with people to improve their lives.

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. No-one was being supported with end-of-life care at the time of the inspection. Where people did want to discuss their end-of-life care wishes this was recorded in their care plan.