Highview Lodge

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

Most people felt they were treated with kindness and dignity. Some staff practice needed further development and embedding of training and guidance. Some observations showed people were not always treated as individuals. The management team told us there was a new lifestyle framework being implemented to address this. People’s needs were responded to, and they felt they were given choice and control. There was an employee of the month scheme and support systems in place.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Most people told us that most staff were kind and caring. A person said, “They are kind.” A relative said, “The most important point I would like to make about Highview Lodge is how kind and caring the staff are to my [family member]. They can be difficult at times, but the carers are all incredibly patient with them. I am delighted that this is the home where [family member] has been placed.”

We spoke with the management team about our observations. They told us since our visit feedback they had provided feedback to staff and further training based on lifestyle framework. The registered managed told us as they were now back from extended leave, they would be providing on the floor guidance, leadership and workshops to help embed good practice.

Visiting professionals told us they found people to be treated with dignity and kindness when they were in the home.

Staff were kind and friendly when interacting with people in most instances. However, we observed a person with their breakfast down the front of their clothes throughout the visit. We also observed a staff member shouting to a colleague about taking a person to change their wet skirt. There were manager walk rounds and checks in place to help monitor people were supported with dignity and kindness. These had not identified any issues.

Most people told us they felt they were treated as an individual, in a way they liked. But were unable to give us any examples of this. A relative said, “The team are really caring and know each person’s needs.”

A staff member told us, “Most of the staff we have, have worked in the home now for a number of years and have formed fantastic relationships with the residents and relatives.” Staff did not share any examples of how people were treated as individuals.

Our observations did not identify any examples of how people were being treated as individuals. Throughout our visit most people sat in chairs or on their beds and were supported as groups for an activity or when it was mealtimes.

Care plans were detailed and gave clear information about people’s needs, preferences and lifestyles. These were updated with changes and reflected people’s involvement.

People and relatives were mostly positive about how they were supported in relation to independence and choice. There were some comments about how this could be improved. A relative told us, “The care of older people in the home is so important and the staff do their best, the management team need to advise what activities take place or outings, in 3 years I am none the wiser, when I visit, they are mainly watching tv in not very comfortable chairs and a small old TV. The residents need stimulation.”

We had limited feedback from staff but those we had contact with felt people were supported to maintain independence choice and control. They also felt there were sufficient opportunities to promote their wellbeing. “We have two fantastic Wellbeing leads who go above and beyond for the residents at Highview, from the activities they provide, to the day drips and events we’ve currently had at the home.”

We observed people being asked if they were ready for care or support, or if they wanted to go into the dining room for lunch.

The management team told us about a lifestyle framework that was being implemented. They also advised the system in place at the home allowed them to generate a report to oversee a record of people’s engagement to help ensure everyone had sufficient opportunities to join in.

People told us at times they had to wait for support as staff were busy. A relative said, “The staff are very good and eager to help.”

The management team advised the system in place enabled them oversight of all care provided to ensure each person received the care they needed when they needed it.

When we asked staff to support people who had told us they needed care, staff responded swiftly.

We received limited feedback from staff. The registered manager told us now they had returned from extended leave they would be working on staff building.

We noted there was an employee of the month scheme running. Staff received regular supervision and training.