Enter and view: High View Care Services
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Healthwatch Bromley undertook an announced enter and view visit to High View Care Services on 3 December 2025. They spoke to 9 people.
High View Care Services provides community‑based neuro‑rehabilitation for adults aged 18–65 with acquired brain injuries, neurological conditions and complex needs. The service consists of several small units, and the location visited at 66 Plaistow Lane serves as the assessment and rehabilitation unit. It can accommodate 11 residents, all of whom have additional long‑term conditions; three residents have Korsakoff’s syndrome.
The home was last inspected by the Care Quality Commission in February 2020 and was rated “Good.” At that time, staffing, safeguarding, medicines management, risk procedures and involvement of residents and relatives in care planning were all judged to be effective.
During the 2025 visit, the environment was found to be clean, accessible, welcoming and festive due to Christmas decorations. Rooms were well‑equipped, accessible bathrooms were available, and signage throughout the building supported easy navigation. Communal spaces, the garden, and the conservatory offered opportunities for relaxation and social interaction. No environmental improvements were identified apart from the house number being written in words rather than numerals, which made the property difficult to identify from the street.
The home operated a safe and flexible visiting approach with clear fire safety measures, weekly alarm tests and secure window latches. Medication was stored appropriately, and sanitiser was available throughout.
Residents had access to a wide range of activities including quizzes, outings, cooking, karaoke and exercise groups. Activity schedules and photos of past events were clearly displayed. The service also had access to vehicles to support community participation, and breathalyser checks were used for residents returning from unaccompanied outings with a history of alcohol misuse.
Food and dietary support were highly flexible. Residents could choose daily meals, participate in cooking sessions, and accompany staff for weekly shopping. Menus were varied and culturally inclusive, with halal options available. Snacks and drinks were freely accessible
Feedback and complaints systems were accessible through an open‑door policy, a comment box, QR code and monthly residents’ meetings. Both residents and family members reported high satisfaction with the care, communication and safety of the home, praising staff support and the homely atmosphere.
Staff reported feeling well‑trained, supported and given sufficient breaks. Induction processes combined online learning and shadowing. Supervision occurred every eight weeks, and additional training was available based on staff interest. Staff and management described positive relationships and effective handovers.
Management emphasised the quality of care, including personalised dietary adjustments, temperature control, laundry services, and access to translation, cultural and religious support. Links with local GPs, pharmacies and allied health professionals were strong, with regular check‑ins and visits. Infection prevention protocols remained in place but without visiting restrictions. Staffing levels were considered sufficient, with agency staff used only to cover sickness.
Healthwatch Bromley made only one recommendation: that the house number be displayed in numerals so that the property is easier to locate. The service manager confirmed that a new porch would be installed within months and would include the numerical house number.