Archived: Housing & Care 21 - Highwood Court

We saw that people were involved in their care plans and staff treated people with dignity and respect when providing support. People told us that they had choices in their care and staff listened to what they wanted.

People who used the service told us they were very happy with the care they received. One person told us, 'The staff are fantastic, I have never had a problem'. Another person told us, 'I can't fault any of the staff as they all know what help I need'. We spoke with relatives of people who used the service. One relative told us, 'I know X is well looked after and safe, which puts my mind at rest'.

Staff explained the actions they took if they were concerned that people who used the service were at risk of abuse. People told us that they felt comfortable with the support they received and they knew how to raise any concerns about their care.

The provider had an effective recruitment system in place. The provider had undertaken checks to ensure that staff employed at the service were suitable to provide support to vulnerable people.

The records we viewed contained up to date and accurate information and were stored securely.

People told us that they have choices of how their care is carried out and the staff treated them with dignity and respect. Staff were aware of the needs of the people who used the services and the records reflected this.

The provider had systems in place to protect people from the risks of infection and staff were trained appropriately. People we spoke with told us that staff always used aprons and gloves when providing support.

People told us that staff were caring and knew what care they needed. Staff had received training, support and regular supervision to enable them provide care at the appropriate standards.

The provider had systems in place to record and investigate complaints about the service. Staff we spoke to knew the procedures to follow when handling complaints. People we spoke with told us, "I would complain to the manager, but I haven't needed to" and "I would tell my son who would speak to the manager".