Highlands Care Ltd

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first assessment for this service. This key question has been rated good.

This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The registered manager completed detailed assessments of people’s needs prior to them using the service. They checked that the service was right for them and could meet their needs safely. Assessments were used to create care plans which outlined people’s care and support needs, and the tasks staff were required to perform. Assessments and care plans covered aspects of people’s health and social care needs. These included mental and physical health, social networks as well as individual and diverse needs including preferred methods of communication.

People told us they were involved in the assessment process and had a copy of their care plan which was kept under review. Comments included, “[Loved one] has a care plan. They [staff] have a paper system, and the folder is left there with all the official paperwork in it”, and “They [staff] discussed everything that I need them to help me with”, and “A lot of the paperwork is on the computer as they sent it to me by e-mail. I know that there are forms regarding fluids intake. There is a care plan, and everything is on it.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

People’s needs, wishes and preferences were documented within their care plans. This ensured staff had accurate and up to date information to meet people’s needs safely and appropriately. Where people required support with eating and drinking, we saw this was recorded in their care plan. People told us they discussed their care and support needs with the registered manager and staff, and any adjustments required to meet their needs were made.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Staff collaborated with other services and professionals to ensure people received effective and timely care. Staff communicated effectively with health and social care professionals such as GP’s and community nurses to ensure any changes in people’s health and well-being were identified quickly and responded to.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.

Staff assessed, monitored and recorded information about people’s healthcare conditions, signs of deterioration, and any interventions people needed from staff and health care professionals. The registered manager told us staff had access to care plans and staff communication was effective so that important information could be shared between staff to ensure people received timely care.

People and their relatives told us staff supported them to stay healthy and well. A relative commented, “They [staff] monitor [loved one’s] skin well and although [loved one] has had a pressure sore in the past if they [staff] notice anything they are on it straight away and they get the district nurses involved as necessary.”

The provider monitored people’s care and support on a regular basis to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Relatives told us they were asked for their feedback on the service and could always talk to staff and the registered manager at any time. Relatives said they felt able and confident to speak up if they had any concerns or issues.

The registered manager conducted staff spot checks and observations of staff within the community. This ensured the care and support people received was safe and delivered to a good standard.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

People, and their relatives where necessary, gave their consent to the care and treatment they received, and people’s liberty was empowered in line with legal guidance. A relative told us, “They [staff] do check consent because they will always listen to [loved one].” Another relative commented, “They [staff] always check that [loved one] is okay for them to start before they start personal care, and I can hear them saying to [loved one] ‘This is what we're going to do now’.”

Staff provided care in a way which aligned to the principles of the Mental Capacity Act 2005 (MCA), and information was provided to people in a way they understood. Staff were able to explain how they gained consent from people. People were supported to have maximum choice and control over their daily lives. When people lacked the mental capacity to make decisions, the provider met with relatives where appropriate to ensure any decisions made, were in the person’s best interests. Staff promoted people's rights and worked within the principles of the MCA. The MCA provides a legal framework for making decisions on behalf of people who may lack the mental capacity to do so for themselves. The Act requires that, as far as possible, people make their own decisions and are helped to do so when needed.