CQC report explained · a residential care home
What the CQC found at Highland House
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors were assured about infection prevention and control, including testing, personal protective equipment, cleaning, admissions and visiting arrangements. They were also told that measures were in place to manage COVID-19-related staffing pressures.
- Effective?
- Good
- Does the care work? Training, consent, food and drink, working with GPs and nurses.
- Caring?
- Good
- Are people treated with kindness and dignity?
- Responsive?
- Good
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Good
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, March 2022
Highland House: Inspected but not rated; inspectors found good COVID-19 infection control and visiting arrangements.
This was an unannounced, targeted inspection on 22 February 2022. It looked at infection prevention and control, visiting arrangements, and whether COVID-19 staffing pressures affected people.
Inspectors found good practice. Visitors arranged visits in advance, completed a COVID-19 test, and had different places to meet people. The home supported people to keep in touch with family and friends when visits were not possible.
Inspectors were assured that the home admitted people safely, used personal protective equipment properly, carried out testing, and had suitable cleaning and infection control arrangements. The building was clean and free from odours.
The service was inspected but not rated. This was not a full inspection, so the report does not give an overall quality rating or ratings for most areas of care.
Flexible visiting
People could meet visitors in several places, including a room where visitors did not need to enter the building. The home also helped people keep contact with family and friends when visits were not possible.
“People had a choice of where their visits took place.” from the report
Safe admissions and isolation
The home followed government guidance when admitting people and had plans to isolate people with COVID-19 to reduce the risk of infection spreading.
“Plans were in place to isolate people with Covid-19 to reduce the risk of transmission.” from the report
Infection control measures
Inspectors were assured that staff used personal protective equipment safely, testing was available, and the premises were clean.
“Staff completed regular testing for Covid-19 as per government guidance. The building was clean and odour free.” from the report
Inspectors raised no specific concerns in this report.
- 01How are visits arranged now, and are visitors still asked to complete a COVID-19 test?
- 02What is the current process for isolating new admissions or anyone who may have COVID-19?
- 03How do you make sure personal protective equipment is available and used safely?
- 04What measures are in place if COVID-19 causes staffing pressures?
- 05How do people stay in contact with family and friends when an in-person visit cannot take place?
This was a targeted inspection of infection prevention and control, visiting arrangements and COVID-19-related staffing pressures; the service was inspected but not rated and other areas were not assessed. This explanation was written from the published report of 4 March 2022 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.
What inspectors found, January 2020
Rated Good; inspectors found safe, kind and personalised care, with improvements since the previous inspection.
This was an unannounced inspection on 02 January 2020. One inspector spoke with four people, two relatives and six staff. They observed care and reviewed care plans, medicines records, staff files and management checks.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. Inspectors found people felt safe, medicines were managed properly, staff were trained, and care was respectful and based on people's choices.
The previous inspection rated the home Requires Improvement and found two breaches. By this inspection, risk assessments, care plans and quality checks had improved. The provider was no longer in breach of regulations 12 or 17.
People felt safe
People said or indicated that they were happy and felt safe. Staff understood how to recognise and report abuse.
“People told us and indicated they were happy and felt safe living at Highland House.” from the report
Safe medicines practice
Medicine records matched the stock available. Staff had guidance for medicines given when needed, and their competence was checked.
“Medicines records had been completed accurately, the number of tablets available matched the records.” from the report
Kind and respectful care
Staff knew people's preferences and supported them discreetly. People were encouraged to remain independent and involved in their care.
“People were treated with dignity and respect. Staff knew people's choices and preferences and made sure these were respected.” from the report
Personalised care plans
Care plans included people's likes, dislikes, communication needs and personal care preferences. Inspectors found they had been updated when required.
“At this inspection, care plans had been reviewed consistently and changed when required.” from the report
Improved oversight
The home introduced a weekly audit covering all areas of the service. Actions were allocated and checked the following week.
“At this inspection, a new weekly audit had been implemented.” from the report
Inspectors raised no specific concerns in this report.
- 01How are the weekly audits and action plans being used now to identify and fix shortfalls?
- 02How are care plans checked and updated when a person's needs change?
- 03How do you make sure staff continue to follow the detailed guidance for catheters, epilepsy and other health risks?
- 04How are medicines audits and staff competency checks carried out now?
- 05How are people and relatives involved in care reviews, meetings and feedback?
This was an unannounced planned inspection covering all five CQC questions, including the premises, care provided, records, staff and management systems. This explanation was written from the published report of 14 January 2020 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 Highland House
4 rated inspections over 3 years: the service has held its Good rating throughout.
- March 2022Inspected but not ratedcurrent ratingSafe: Inspected but not rated
- January 2020Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- February 2019Requires improvementdown from GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: Requires improvementWell-led: Requires improvement
- March 2017Goodstayed GoodWell-led: Good
- August 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- October 2013
Registered with the Care Quality Commission on 8 October 2013.
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.
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39 live-in carers within about an hour of Kent
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 £980 to £1,260 a week. 33 can care for a couple. 12 years' experience on average.
“Always on time and with a lovely smile for my mum. Theresa is kind and sensitive to my mum's needs.”
“Irene was a very kind and empathetic carer who knew just the right words to say to put a smile on my face.”
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.