The Highlands

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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.

Assessments provided a clear picture of people's physical health, emotional and communication needs. This helped ensure care and support were planned and delivered in a way that reflected each person's individual needs and preferences.

Assessments were reviewed regularly to make sure people continued to receive the right care and support. People, their families and relevant professionals were involved in reviews, helping to identify any changes in needs, wishes or goals.

Staff understood people's individual communication needs and paid attention to non-verbal communication, such as body language, facial expressions, mood and changes in behaviour. This helped them understand people's wishes, feelings and needs, especially when verbal communication was limited.

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.

Where staff identified concerns, they referred people to appropriate health professionals to ensure they received the support they needed.

Care plans included information about people’s health conditions, how these affected their daily lives, and how staff should support them. Guidance was clear and reflective of best practice.

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.

The service worked with a wide range of partners including social workers, GPs, nurses and other external health and social care professionals. A professional commented, “They keep us updated with information we need in a timely manner”.

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.

People were encouraged to take part in activities they enjoyed, such as games, quizzes and art, which helped promote a healthy lifestyle, emotional wellbeing, and a sense of purpose.

People were provided with nutritious, home-cooked meals prepared by the service's chef, with menus designed to reflect individual preferences, dietary requirements, and cultural needs. This helped to promote a balanced diet and support people's overall health and wellbeing.

The provider routinely monitored people’s care and treatment 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.

Support was centred on achieving positive outcomes for people and was regularly reviewed to ensure it continued to meet their needs and aspirations. For example, several people expressed a wish to access the community independently. Staff supported them to develop the necessary skills and confidence, and progress towards this goal was monitored through ongoing reviews and discussions. Where positive outcomes were achieved, support plans were updated to reflect new goals and aspirations.

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

People were supported to make their own decisions wherever possible. Staff understood the importance of seeking consent and respecting people's choices before delivering care and support. When people lacked the capacity to make specific decisions, appropriate mental capacity assessments were undertaken, and best interest decisions were made in line with legislation. Records clearly reflected people's decision-making abilities and the rationale behind any decisions made on their behalf.