CQC report explained · a care home with nursing
What the CQC found at Highwell House Care Home with Nursing
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- Inspectors were assured that the home was preventing and managing infection risks. This included visitor checks, social distancing, admissions, PPE, testing, hygiene and outbreak arrangements.
- 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?
- Outstanding
- Is care built around the person? Care plans, activities, complaints.
- Well-led?
- Outstanding
- Is the home run well? The manager, the culture, how problems get found and fixed.
What inspectors found, March 2021
Highwell House Care Home with Nursing was inspected but not rated; inspectors were assured about infection prevention and control measures.
This was an announced, targeted inspection on 11 March 2021. It was carried out as part of the CQC's response to COVID-19 and looked only at infection prevention and control.
Inspectors were assured that the home managed visitors, social distancing, admissions, personal protective equipment, testing, hygiene and possible outbreaks appropriately. They also found that the infection prevention and control policy was up to date.
The home supported family contact through video calls, telephone calls and social media. It had created a visiting area, provided information in an easy-to-read format and supported people's religious and spiritual needs.
The home was inspected but not rated. This means the report does not provide a new overall quality rating or ratings for the other four questions.
Visitor safety
Visitors had their temperatures checked, completed a health questionnaire and were asked to wash and sanitise their hands. PPE was available.
“Visitors had their temperatures taken prior to entering the home and completed a health screening questionnaire.” from the report
Family contact
The home helped residents keep in touch with relatives through social media, video and telephone calls. Relatives were kept informed about their family member's wellbeing.
“The service had ensured people continued to have contact with their family members through social media, video and telephone calls.” from the report
Visiting arrangements
The home created a separate visiting area and had different entrances depending on where a resident lived. A conservatory was also being built for visits.
“The home had adapted to support good Infection Prevention and Control (IPC) practices.” from the report
Personal and religious needs
The home supported people's religious and spiritual needs, including visits from their preferred religious organisation at the end of life.
“People's individual religious and spiritual needs were met, supporting them through end of life visits from their preferred religious organisation.” from the report
Inspectors raised no specific concerns in this report.
- 01What infection prevention and control measures are in place now, and when was the policy last updated?
- 02How are visitors currently screened, and what PPE or other precautions are required?
- 03How does the home support visits and contact with relatives if visiting is restricted?
- 04How does the home test new residents and staff, and what happens if there is a suspected outbreak?
- 05How does the home support residents' religious and spiritual needs, including at the end of life?
This was an announced, targeted inspection of infection prevention and control under the Safe question only; it did not provide ratings for the other four questions or an overall quality rating. This explanation was written from the published report of 26 March 2021 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, December 2017
Rated Outstanding overall; inspectors found kind, safe care with especially strong personalised support and leadership.
This was an unannounced inspection on 25 July 2017. Two inspectors spoke with people living at the home, staff, relatives and health professionals. They observed care and reviewed care records, medicines, safety checks and quality records.
The home was rated Good for safe, effective and caring services. Inspectors found enough trained staff, safe medicines practice, good support with food and drink, access to health professionals, and kind care that respected people's dignity and choices.
Responsive and well-led were rated Outstanding. Inspectors found highly personalised care, creative support for people's interests and goals, strong community links, and leaders who used feedback, research and audits to improve care.
The home was rated Good overall at its previous inspection in May 2015. This report says further improvements had been made, leading to an overall Outstanding rating.
Personalised care
Care was planned around people's individual needs, preferences, interests and ambitions. Staff supported people to maintain skills and work towards personal goals.
“People had care that was completely centred on their own individual needs and preferences.” from the report
Support for independence
The home used rehabilitation, exercise and other creative approaches to help people maintain or improve their abilities and quality of life.
“There were innovative ways of maximising people's potential and minimising the impact of age related conditions.” from the report
Kind and respectful care
People were treated with kindness, dignity and respect. Inspectors saw positive relationships between people and staff.
“Staff were kind and caring and treated people with dignity and respect.” from the report
Strong leadership
Leaders promoted improvement, used current research and listened to feedback from people, relatives and staff.
“The provider always strived for excellence through consultation, research and reflective practice.” from the report
Safe staffing and medicines
Inspectors found enough experienced and trained staff. Medicines were stored, given and managed safely.
“There were sufficient numbers of staff available to provide people with the care and support they needed.” from the report
Inspectors raised no specific concerns in this report.
- 01How do you keep each person's care plan and risk assessment up to date when their health or preferences change?
- 02How do you make sure there are enough experienced and trained staff on every shift, including staff supporting nursing needs?
- 03How would you support my relative to continue their hobbies, interests, independence and personal goals?
- 04How are medicines given when needed, including 'as required' medicines, and how is their effect monitored?
- 05How do people and relatives give feedback, and can you show examples of improvements made as a result?
This was an unannounced inspection of the overall quality of the service, covering all five key questions and reviewing care, staffing, medicines, records and quality checks. This explanation was written from the published report of 6 December 2017 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 Highwell House Care Home with Nursing
2 rated inspections over 2 years: the service has improved, from Good to Outstanding.
- March 2021Inspected but not ratedcurrent ratingSafe: Inspected but not rated
Read what inspectors found at Highwell House Care Home with Nursing →
- December 2017Outstandingup from GoodSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
Read what inspectors found at Highwell House Care Home with Nursing →
- July 2015GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2014
Report published without a new overall rating.
- March 2013
Report published without a new overall rating.
- January 2013
Report published without a new overall rating.
- November 2011
Report published without a new overall rating.
- February 2011
Registered with the Care Quality Commission on 2 February 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.
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11 live-in carers within about an hour of Herefordshire, County of
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 £1,410 a week. 10 can care for a couple. 8 years' experience on average.
“She was very caring, kind and patient to all his needs, she built up a wondetful rapport with him, she was dedicated and was there for him through good times as well as through the tough times”
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.