CQC report explained · a residential care home
What the CQC found at Highview House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- The previous Safe rating was Good and was not changed. Inspectors found that some blanket restrictions were not effectively recorded or reviewed, although action was taken during the inspection.
- Effective?
- Outstanding
- This question was not assessed as part of the targeted inspection.
- Caring?
- Outstanding
- This question was not assessed as part of the targeted inspection.
- Responsive?
- Outstanding
- This question was not assessed as part of the targeted inspection.
- Well-led?
- Outstanding
- The previous Well-led rating was Outstanding and was not changed. People described the culture as supportive and empowering, and said their concerns were acted on.
What inspectors found, December 2023
Targeted inspection was not rated; the previous Outstanding rating remains, with action needed on blanket restrictions.
This was an unannounced, targeted inspection on 2, 8 and 24 November 2023. Inspectors were checking concerns about a closed culture and blanket restrictions. They spoke with 6 people and 5 staff, and reviewed all 8 people's care records.
People described the home as supportive and empowering. Inspectors found that staff worked to avoid restraint, protected people from abuse and helped people have choice, control and independence. They also found that the culture was open, respectful and inclusive.
Some blanket restrictions were not recorded or reviewed well enough. The managers took action during the inspection. The CQC recommended that restrictions are kept under regular review and made individual, limited, proportionate and legally necessary.
This inspection was not a full review of the service. The overall rating remains Outstanding from the previous inspection, published on 26 September 2023. The Safe and Well-led ratings were not changed because only specific parts of those areas were examined.
Supportive culture
People spoke positively about the culture. They said staff supported and empowered them.
“People spoke very positively about the culture of the service, which they said was supportive and empowering.” from the report
Choice and independence
Staff supported people to have as much choice, control and independence as possible, and tried to avoid restraint.
“The service supported people to have the maximum possible choice, control and independence.” from the report
People's views heard
People could raise concerns, and records showed that their views were regularly sought when decisions were made about the home.
“Records showed that people's views were regularly sought and they were involved in decisions on how the service was run.” from the report
Protection from abuse
Inspectors found that staff understood how to protect people from poor care and abuse, and worked with other agencies.
“Staff understood how to protect people from poor care and abuse. The service worked well with other agencies to do so.” from the report
Blanket restrictions
needs fixingSome restrictions on people's decisions were not recorded or reviewed effectively. The provider acted during the inspection, but the CQC made a recommendation for ongoing review.
“In some cases, blanket restrictions were being used which were not being effectively recorded or reviewed.” from the report
- 01Which blanket restrictions were identified, and what action has been taken to record and review them?
- 02How do you make sure every restriction is individualised, kept to a minimum and legally necessary?
- 03How are people and relevant external professionals involved when restrictions are agreed or reviewed?
- 04How can residents raise concerns, and how do you show that their concerns have been acted on?
- 05What will be checked at the next comprehensive inspection, since this inspection did not review the whole Safe or Well-led questions?
This was a targeted inspection of specific concerns about closed cultures and blanket restrictions; it did not assess the whole of any key question, and other ratings carry over from the previous inspection. This explanation was written from the published report of 23 December 2023 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, September 2023
Rated Outstanding; inspectors found exceptionally caring, effective and well-led support, with safety rated Good.
The inspection was unannounced and took place over visits in April, May, June and July 2023. Inspectors spoke with people living at the home, relatives, staff and professionals. They observed care and checked care, medicines, recruitment and management records.
The home supports up to eight autistic people and people with learning disabilities who have a forensic history. Inspectors found that people received highly personalised support from staff who understood their needs, helped them build independence and supported them to achieve their goals.
The home was rated Outstanding overall. Effective, caring and well-led were rated Outstanding. Safe was rated Good. The report says the Outstanding overall rating is based on this inspection, while any key question not inspected used the previous rating.
Highly personalised support
Staff knew people very well and supported them to improve their independence and quality of life. The home used different communication tools to help people express their views.
“People received exceptional support from dedicated, highly motivated and compassionate staff.” from the report
Strong staff training
Staff received specialist training in areas including trauma-informed practice, attachment theory and positive behaviour support. New staff had extra time, support and mentoring to understand people's needs.
“The provider went far beyond what was required in terms of staff induction and training.” from the report
Exceptional leadership
Inspectors found a strong culture focused on people's achievements, independence and wellbeing. Managers used feedback, investigations and governance checks to improve the service.
“The leadership of this service was exceptional and distinctive.” from the report
Compassionate care
People were treated as individuals and their dignity, human rights and choices were consistently promoted. Staff supported people through distress and helped them take part in activities, education and work opportunities.
“They received extremely compassionate care which exceeded expectations.” from the report
Inspectors raised no specific concerns in this report.
- 01How will you assess whether this home's specialist support matches my relative's needs and risks?
- 02What specialist training would the staff supporting my relative have completed?
- 03How would my relative be supported to communicate their views and take part in decisions about their care?
- 04How would you support my relative during distress, medical appointments or other situations that cause anxiety?
- 05How would you help my relative develop independence through education, activities, volunteering or work opportunities?
This was a focused inspection of Safe, Effective and Well-led, with Caring added after inspectors found exceptional practice; Responsive was not inspected and any uninspected ratings carried over from the previous inspection. This explanation was written from the published report of 26 September 2023 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 Highview House
3 rated inspections over 8 years: the service has held its Outstanding rating throughout.
- December 2023Inspected but not ratedcurrent ratingSafe: Inspected but not ratedWell-led: Inspected but not rated
- September 2023Outstandingstayed OutstandingSafe: GoodEffective: OutstandingCaring: OutstandingResponsive: OutstandingWell-led: Outstanding
- February 2018Outstandingstayed OutstandingSafe: GoodEffective: OutstandingCaring: GoodWell-led: Outstanding
- December 2015OutstandingSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- October 2014
Registered with the Care Quality Commission on 20 October 2014.
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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47 live-in carers within about an hour of County Durham
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 £960 to £1,210 a week. 42 can care for a couple. 10 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
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.