Enter & View: Highfields Nursing Home

Key findings

• The home's overall experience rating was 4.1 out of 5, as was the rating for how caring staff were perceived to be.
• 90% of residents and 100% of visitors felt that staff cared about them or the person they visit, though some noted variation between individual staff members, with one resident referencing high staff turnover.
• All residents said they felt safe, and the majority of visitors agreed the person they visit was safe — though two visitors raised concerns about understaffing, which they felt may have contributed to an incident involving a resident.
• The majority felt residents' privacy and dignity were respected, largely due to residents having their own rooms.
• Most people didn't notice differences in care between weekdays and weekends, though a minority felt there were fewer staff at weekends, and one resident felt they had to "push for things at night."
• Residents spoke positively about food choice, trips out (e.g. to Hucknall and Bulwell Market), and independence, though some felt there weren't enough activities.
• All residents and most visitors felt involved in decisions about their care, though not everyone was aware of the home's complaints policy.

Conclusions and recommendations

1. Residents generally reported a positive experience of the home overall.
2. Concerns about staffing levels at nights and weekends should be addressed — Healthwatch recommended the home evaluate and confirm minimum staffing levels are maintained regardless of day or shift.
3. The home should routinely review how residents' religious needs are being met, and allocate a specific space for staff breaks (noting many work 12-hour shifts).
4. The home should ensure clarity on how its complaints policy is communicated to residents and visitors.