Highwater House, a residential service run by St Martins, has been awarded Outstanding rating by CQC inspectors. The service provides accommodation and personal care for 22 people who have been homeless or are at risk of homelessness. The service was awarded the highest possible rating overall and was deemed to be outstanding for being well-led and caring.
Highwater House is unique to Norfolk. It is a dual diagnosis service; all residents have a mental health disorder and a drug and/or alcohol dependency. The service provides high quality care and support to some of the most traumatised people in the local area. It is the only such service in the county that has a ‘wet lounge’ where people can consume alcohol in a safe environment.
The needs of the residents are at the very heart of the service. The report highlighted that they were treated with exceptional kindness. One resident said, “I would give the staff ten out of ten for their kindness and compassion. The staff are brilliant and listen to what I want.” The inspectors praised on the mutually respectful culture at Highwater House and the fact that residents are involved in how the service is run at every opportunity.
The staff team were highly motivated and there was a strong commitment from the organisation on the development of their competence and knowledge and on ensuring that they felt valued.
People at Highwater House received outstanding care and were supported by a staff team that were committed, passionate and knowledgeable.
The service worked in partnership with other organisations to share awareness of the client group and to ensure effective, joined up care.