The Highlands

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 rated this key question good. At this assessment the rating has remained good.This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff developed positive and caring relationships with people, and this was reflected in the consistently positive feedback we received. People told us they felt comfortable and well supported by staff. One person said, “I love it here, I wouldn’t want to live anywhere else”.

Professionals confirmed there was a warm and respectful culture, with staff engaging positively with people.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People's bedrooms were personalised to reflect their individual interests and personalities. For example, some people had chosen to decorate their rooms in the colours and themes of their favourite football clubs, helping them to feel comfortable and at home.

Care records included information about people’s interests and personal histories, which supported staff to deliver person-centred care.

Professionals told us staff had a good understanding of people and were able to share relevant information when required.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make decisions about their daily lives and were encouraged to maintain their independence. People told us they could choose how to spend their time and whether to engage in activities. Staff promoted choice and control by involving people in decisions about their care, support and future goals. People were encouraged to express their views and preferences, and these were respected and acted upon.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

People and their relatives told us staff knew them incredibly well and were responsive to any changes in their presentation.

During the assessment, we observed staff identify a change in a person's health and wellbeing and respond without delay by arranging appropriate medical support. This demonstrated staff's knowledge of the people they supported and their ability to recognise and respond to concerns at an early stage, helping to prevent needs from escalating and promoting positive outcomes.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff confirmed they received support from the management team. Staff worked well together and demonstrated a good understanding of people’s needs. One staff member said, “The atmosphere within the home is upbeat and happy.”