CQC report explained · a residential care home
What the CQC found at Highfield House
Rated Requires improvement: inspectors found the home was not performing as well as it should and told it what to change.
What inspectors found, March 2019
Rated Good in all five areas; inspectors found safe, kind and personalised care, with a few records and communication processes needing attention.
This was an unannounced inspection on 18 February 2019. Inspectors reviewed care records, medicines records, staff files, training, recruitment, complaints, accidents and quality checks. They spoke with one person, three relatives, five staff members and the registered manager.
The home was supporting seven people with learning disabilities and behaviours that may challenge. Inspectors found people were safe, staff were kind and patient, and people's needs, choices and communication styles were understood. People were supported with food, medicines, healthcare, activities and independence.
Inspectors found some gaps in medicines records for the current week, some communication pictures were not used as intended, and three accident records did not follow company procedures. The manager took action during the inspection. The home was rated Good overall and Good in Safe, Effective, Caring, Responsive and Well-led. It was also rated Good at the previous inspection published on 28 January 2016.
People felt safe
People and relatives said they felt safe. Staff understood how to recognise abuse and what action to take if someone was at risk.
“People told us and relatives confirmed they felt safe at Highfield House.” from the report
Kind and respectful staff
Staff knew people well, were patient and gave them time. Inspectors saw privacy, dignity and independence being respected.
“We observed that staff were patient and gave people the time they needed.” from the report
Personalised communication and activities
Staff used sign language, gestures and facial expressions to understand people. Care plans used pictures and people were supported to enjoy activities linked to their interests.
“People at the home were mainly non-verbal and staff knew how to communicate with people using sign language, gestures and facial expressions.” from the report
Good oversight
The home had checks covering accidents, incidents, complaints, staff practice and service quality. The manager also had a plan for further improvements.
“The registered manager had a development plan in place to further improve the quality of the service for people who lived there.” from the report
Gaps in medicines records
needs fixingInspectors found some gaps in the medicines administration records for the current week. Weekly audits were in place to identify these gaps, and the manager explained what action would be taken.
“We did identify some gaps for the current week, however, the provider had weekly audits in place which would identify these gaps.” from the report
Communication tools not always used
needs fixingProcesses intended to help one person understand information were not always used effectively. On the inspection day, a staff member did not know where the relevant pictures were.
“However, processes put in place to aid communication were not always effectively used.” from the report
Some accident records did not follow procedure
needs fixingThree accident and incident records did not follow company procedures. The manager took immediate action to put this right.
“We found three accident and incident charts where the staff member had not followed company procedures and the registered manager took immediate action to rectify this.” from the report
Some areas needed redecoration
minorInspectors noted that some decoration was tired. The provider was redecorating the lounge and updating the kitchen.
“Some of the decoration was tired and the provider was in the process of re-decorating the lounge and updating the kitchen.” from the report
- 01What checks are now made to prevent gaps in medicines administration records?
- 02How do staff find and use the pictures and other communication tools when people need them?
- 03What action was taken after the three accident and incident charts did not follow company procedures?
- 04How are people and families involved in care reviews and the family forum?
- 05Has the lounge been redecorated and the kitchen updated since the inspection?
This was an unannounced inspection covering all five CQC questions, based on records, observations and discussions with one person, relatives, staff and the manager. This explanation was written from the published report of 23 March 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Highfield House
3 rated inspections over 4 years: the service has improved, from Requires improvement to Good.
- March 2019Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2016Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- March 2015Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: Requires improvementWell-led: Requires improvement
- December 2013
Report published without a new overall rating.
- February 2013
Report published without a new overall rating.
- September 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 18 January 2011.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
At least 100 live-in carers within about an hour of Walsall
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £950 to £1,200 a week. 85 can care for a couple. 9 years' experience on average.
“I have never met a person who is so kind and thinks about others before himself to such an extent as Chris Malagala.”
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.