Unite Highland Care Limited

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we did not assess enough quality statements to rate this key question. At this assessment, we did not assess enough quality statements to rate this key question.

We received positive feedback from people and their loved ones about the care they received. People told us they were not rushed when care was provided, and that staff had time to sit and chat with them. People and their relatives told us they were treated with kindness and compassion and one relative told us, “They know how to make him laugh.” People told us staff were friendly and provided care in a dignified way. One relative said, “They’re treated with dignity.”

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Since our last assessment, the provider had worked with staff to improve the quality of the care people received. We observed people being treated with kindness, empathy and compassion and staff respected people’s privacy and dignity. People and relatives told us that people were supported by kind compassionate staff. A relative told us, “They banter and they giggle which makes him giggle.” When staff spoke to us about people they did so with compassion and dignity. Staff treated colleagues from other organisations with kindness and respect. Relatives told us people received the support they needed. One relative told us, “No, he is never rushed.”

Since our last assessment, the provider had implemented systems and processes to ensure people were treated as individuals. People were involved in their care and support, and staff and the provider listened to people’s feedback. For example, one person expressed they wanted to visit their family. The provider was working with the person’s social worker to see how they could support this. Language used to describe people was now respectful. The provider told us they had learnt lessons and shared these with the staff team to impress the importance of the language used to describe people.

Since our last assessment, people were being supported to be more independent and have more choice and control of their lives. People’s independence was now promoted, and people were encouraged to gain new skills. One person was interested in continuing their education. The provider had supported them to find opportunities, for example returning to college to enrol in courses they were interested in. Other people were supported to engage in clubs and events they enjoyed. People told us they decided what they wanted to do, and how they wanted their care delivered.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.