High Meadows

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

The service was responsive. People received personalised care and support which met their needs and reflected their preferences. People had opportunities to speak up and contribute their views and the service. Complaints were investigated and acted upon. People were treated fairly and in line with Equality and Human Rights legislation. We did not assess all the quality statements within this key question. We did not identify concerns relating to those areas which we judged as being met at our last inspection.

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 using the service and their relatives told us their needs were met in a personalised way. For example, they were able to have showers and baths when they wanted and could discuss their individual needs with staff. Relatives told us they were able to visit without restrictions.

Staff demonstrated a good knowledge of people, including how they liked to be cared for and supported. Staff undertook training to understand about best practice when providing person-centred care.

We observed staff were kind, attentive and treated people as individuals. They provided support which reflected people’s care plans and needs assessments.

People using the service and their relatives told us they were able to discuss their care and the service with the registered manager and staff.

Staff recognised the importance of listening to people and giving them choices, so they felt involved in their care.

There were systems for responding to and investigating complaints. We saw the provider had created detailed records of these which included feedback to the complainant and learning to improve the service. There were regular meetings for people using the service and their relatives. They were invited to share their views, and they were informed about the service, including any changes. We saw feedback from people had been acted on.

People using the service and their relatives told us they felt their human rights were upheld and they were treated equitably. Staff spoke a range of different languages and conversed with people in their first language. Many of the staff understood people’s culture and, therefore, could provide culturally appropriate support.

Staff completed training relating to equality, diversity, privacy and dignity. They were able to explain their responsibilities in supporting people and respecting their individual characteristics and needs.

People were treated fairly and in line with Equality and Human Rights legislation. The provider had procedures in place which were followed regarding equity, equality and diversity. They ensured staff had information about these and discussed human rights during staff meetings and training.