Highview Lodge

People and relatives generally described staff as kind and caring. Inspectors also saw staff speaking to people in a kind, attentive and respectful way.

“Staff were kind, attentive and respectful when speaking with people.” from the report

Safeguarding concerns were reported appropriately. Staff had training and knew what to do if they were worried about abuse.

“Staff had received training and knew what to do if they had concerns about abuse.” from the report

Inspectors were assured about the home's infection prevention arrangements, including the use of protective equipment and managing outbreaks.

“We were assured that the provider was using PPE effectively and safely.” from the report

People were supported to attend health and social care appointments. The home worked with health and social care professionals.

“People were supported to have health and social care appointments.” from the report

Some medicines were missed or not recorded properly. One person was left with covert medicines without supervision, and there was no risk assessment for this.

“People did not always receive their medicines in accordance with the prescriber's instructions.” from the report

People sometimes waited for help, and care was missed or delayed. Inspectors had to intervene five times to help keep people safe and meet their needs.

“We observed people waiting for support and on 5 occasions had to intervene to ensure people were safe and had their needs met.” from the report

The home had identified a higher number of falls in the evening and at night but had not taken action. Pressure care records and equipment were also not always adequate.

“No action had been taken in response to this analysis.” from the report

Care was often delivered to a shared timetable rather than at times chosen by each person. Preferences about staff gender and daily routines were not always respected.

“Care was not given at individualised times.” from the report

Some people who stayed in their rooms or beds had no social interaction apart from care tasks. Activities did not reach everyone.

“On our visits, people who stayed in bed, or in their rooms, did not have any social interaction, other than staff providing care tasks.” from the report

The registered manager had left and there had been three further managers, including one who had been in post for only three weeks. Management checks did not find important problems.

“This meant there was no stable leadership in the home and left people at risk of receiving a poor standard of care.” from the report