Unite Highland Care Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question Inadequate. At this assessment the rating has changed to Requires Improvement. This meant the management and leadership was inconsistent. Leaders and the culture they created did not always support the delivery of high-quality, person-centred care.

At this assessment we found that the provider had made some improvements, and was in the process of ensuring the systems and processes implemented were effective and sustainable. The provider told us there were areas of the service they were looking to improve further. Staff told us the culture of the service had improved, and that their concerns were listened to. The provider had worked with other organisations to learn and improve the service. There were now systems in place to learn and improve

This service scored 57 (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, staff and people told us there had been an improvement in the service. The provider had implemented a series of check-ins and informal meetings with staff to enable them to share any concerns and areas of good practice. Staff told us this had improved the communication across the service. However, there were still areas where the provider needed to make improvements to align the vision for the service with staff and create future leaders. The provider also had plans to enhance staff skills and knowledge around equality and human rights. For example, with one person we noted that staff were documenting they asked the person’s loved one for consent. The provider had noted this, and spoken with staff who confirmed they sought consent from the person, and at times when the person was unable to consent they asked the person’s loved one.

At our last assessment, we highlighted multiple and widespread concerns which had not been identified or addressed by the provider. The provider told us they had learnt lessons, and reflected on our previous assessment. Since our assessment, the provider had sourced support from a consultancy, and engaged with a coach to help them improve the quality of the service. The provider had engaged with a number of forums for support and improve their knowledge. The provider told us, “There is still a lot of work to be done. I look back and reflect, but I am willing to make sure it’s a service to be proud of.”

Staff told us that the provider fostered a positive culture where people felt they could speak up and their voice would be heard. Since our last assessment, the provider had organised team building events, and more regular meetings with staff, as well as unannounced spot checks to build trust with staff. Staff we spoke with told us they felt confident to raise concerns to the provider. One staff told us, “The provider is much more responsive to any concerns raised.” However, the provider told us that due to the cultural differences with staff, they were working with them to enable and encourage them to speak up when needed. This is an area they intended to continue to focus on to ensure that every staff member had the knowledge and confidence to raise concerns when needed.

The provider now valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. Staff told us that since the last assessment things had improved. Staff now received rotas with notice to enable them to plan their lives around their work, and if there needed to be changes to rotas the provider ensured staff received the most notice possible. One staff member told us they were able to raise any issues affecting them as staff members, as well as conversations being focused on the service.

Since our last assessment, the provider implemented a range of checks and audits to review and improve the quality of the service. This included spot checks to ensure staff were following policies and processes. The provider also completed medicine audits to ensure that people were receiving their medicines as prescribed. These audits highlighted a documentation error with some of the inputting due to internet access, which the provider addressed. Whilst improvements had been made, we identified that some areas of the service continued to need improvement, including updating care plans and risk assessments, and ensuring that sufficient information was recorded with accidents and incidents.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The provider worked with external stakeholders and agencies to share information to provide joined up care for people. For example, when a person experienced a seizure, staff worked with a range of healthcare professionals to ensure the person received the support they needed.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. The provider worked with external stakeholders and agencies to share information to provide joined up care for people. For example, when a person experienced a seizure, staff worked with a range of healthcare professionals to ensure the person received the support they needed.

Since our last assessment, the provider had implemented new processes and systems to record and learn from incidents within the service. The provider now had oversight of accidents and incidents and captured lessons learnt. The provider shared learning with staff teams through team meetings and catch ups. For example, when one person became distressed the incident was discussed with staff and the person’s risk assessment and care plan was reviewed and updated. However, we found that for one person their seizures were not captured within the reporting. We discussed this with the provider who confirmed that they would review the system to ensure it included all people and every incident.