Highfields

“Leaders and staff were exceptional and distinctive. Governance systems were well established, comprehensive, and operated effectively to monitor the quality of care and support people received. The management team carried out a structured programme of audits and quality checks, covering key areas such as care planning and risk management. Reviews were undertaken consistently and in line with the provider’s governance framework, ensuring emerging issues were detected at an early stage. When concerns were identified whether through audits, staff feedback, or routine oversight the management team acted promptly and proportionately, implementing clear action plans, following them through to completion.”

“Staff described the registered manager as an engaged, visible, and a highly competent leader who worked alongside them to maintain high standards of practice. They reported the registered manager had a strong understanding of people’s needs, modelled good practice, and was approachable when staff sought guidance. This contributed to a positive culture where staff felt supported, confident in their roles, and aligned with the provider’s expectations for safe, person centred care.”

“The staff team demonstrated an outstanding level of inclusivity, consistently placing people at the heart of all decisions relating to their care and treatment. Staff showed a deep understanding of each person’s individuality, actively encouraging them to express their views, preferences, and choices. This inclusive approach ensured people remained in full control of how they wished to be supported, and their voice shaped every aspect of their care.”

“When people’s needs changed, staff responded with remarkable attentiveness and collaboration. Decisions were made jointly, with staff working closely alongside people and, where appropriate, their representatives, to agree the most appropriate adjustments. This partnership led approach meant support remained not only responsive but truly personalised, reflecting what mattered most to each individual.”

“Holistic, person centred care was embedded throughout the service. Support plans were exceptionally detailed and rich in personalised information, providing a comprehensive picture of each person’s , identity, and preferences. These plans captured meaningful aspects of each person’s life, needs and desires.”

“People were treated with kindness and respect. Staff respected people’s privacy and dignity and supported people to feel safe. People were supported to maintain their health. Support plans were regularly reviewed and updated as required to ensure they remained effective and responsive to any changes in people’s health.”

“People were supported in the least restrictive way, in line with legal requirements and in people’s best interests. Robust safeguarding systems were in place to protect…”