Highbury House

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

People told us they were involved in their care planning and future goals. The provider worked in partnership with other health professionals to meet people’s goals. Visiting professionals told us staff knew people well and the provider kept them informed in changes in people’s health and support needs. Relatives told us staff supported people to maintain relationships. Staff understood people’s communication needs and used other forms of communication to understand people’s wishes and needs.

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.

People were aware of their care plan and future goals. One person told us about a potential move into supported living. They told us about the reasons they were reluctant and how staff were supporting them with this big decision. People told us they took part in keyworker meetings and people (who were able to) signed their care plans to confirm they agreed with the care and support provided. Relatives told us staff knew people well. One relative said, "Staff know [my family member] well, even the new staff, they know how to support [my family member] safely.”

The manager explained how care plans reflected people’s needs, including their protected characteristics. We reviewed care plans which clearly recorded how people’s physical, mental, emotional and social needs were met. However, some care plans contained outdated information. The provider explained they were in the process of updating all care plans.

Staff treated people in a person-centred way. Staff talked about topics that interested people, and adapted their communication techniques depending on who they spoke with.

People told us about their friend and family visiting the home. One person told us about being involved in a MAKATON choir and how much they enjoyed this. Makaton uses signs and symbols to help people communicate. We observed people leaving the home with staff to access the local community. However, the location of the home did not encourage the use of public transport due to the public services provided in this area. Some people accessed public transport from a near town.

Staff understood how to protect people’s rights. One staff member told us how they supported a person to attend a place of Worship regularly. Another staff member told us how they always ensured other parts of the body were covered when supporting with personal care in order to protect the person's dignity.

Visiting professionals told us staff knew people well. One visiting professional told us, “It was evident to see the people were familiar with the staff team during my visits.”

Care plans detailed how people were supported to access the community, engage in activities and continue to maintain relationships with family and friends. However people’s care was not always monitored in accordance to care plans and some care plans contained outdated information

People told us who they could go to for further information. We observed staff using different forms of communication with people. Relatives told us the provider kept them up to date with any changes in people’s care needs. However, some relatives felt communication could be improved regarding people's general well being and recent activities.

Staff told us how people communicated and they ensured people had access to information in formats they could understand.

People’s communication needs were assessed and recorded in their care plan. People had individual communication plans / passports that detailed effective and preferred methods of communication, including the approach to use for different situations. 'Easy read' documents were used to aid communication and understanding, these included 'easy read' complaints, safeguarding and medicines policies.

People told us staff listened to them. We observed staff speaking or communicating with people in their preferred method. When we were unsure what people were trying to communicate, staff were able to explain and staff helped people to understand our questions when needed. Relatives told us staff communicated effectively. One relative said, “Staff communicate effectively with [my family member], asking them what they want and what they don’t want.”

Staff had good awareness, skills and understanding of individual communication needs, they knew how to facilitate communication and when people were trying to tell them something. One staff member told us, “We speak calmly and slowly to help [the person] to understand.”

Care plans detailed effective and preferred methods of communication. Advocates were available to support people who required that level of support. Advocates are professionals who help people express their views and wishes, and help people to stand up for their rights.

People told us they had access to health professionals when needed. One person told us, “I have counselling, I like it. I can see a doctor when I want to.”

The registered manager made appropriate referrals to health care professionals in accordance with people’s needs. However, some health care assessments required follow up following people’s changing needs and preferences. For example, people who experienced difficulties with eating and drinking needed re-assessment from the SALT team.

Partners told us the provider ensured people had access to health services when needed.

Care plans confirmed health professionals were involved in people's care and support. However there were limited recording of phone calls and visits with health professionals. The provider responded to our feedback and introduced new systems to record these appointments.

People told us who they would go to if they were unhappy. Easy read information was available to assist people to understand who they could go to if they felt unfairly treated.

Staff told us they understood people were at risk of discrimination and how they challenged this. One staff member said, “In the community we sometimes face discrimination, such as in a supermarket, members of the public talk to the staff rather than the person, we have to challenge them by asking them to talk to the person directly.”

All staff received equality and diversity training. We reviewed activity planners where people requested to be supported on different activities or visit places of worship. People were supported to take part in activities of daily life, such as shopping for groceries and collecting paint sample cards to bring back to the home in order to choose the new colour scheme for the refurbishment.

People told us about their goals and how staff were supporting them to achieve these.

The manager told us about future plans made with people, these ranged from activities, to work experience and 1 person's possible move into a more independent home. The manager told us how they respected people’s wishes at the end of their life.

Care plans detailed people’s goals and aspirations and how these were to be achieved. People's care plans contained end of life wishes and choices. We saw how the home used ReSPECT forms to gather peoples wishes for end of life treatments. ReSPECT forms record a summary of a patient's wishes for emergency care and treatment.