The Highlands

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices, and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

People's individual needs, preferences and wishes were at the heart of the care and support they received. Person-centred care plans provided rich information about people's backgrounds, interests, strengths and desired outcomes, ensuring support reflected what mattered most to them.

Staff spoke passionately about the people they supported and demonstrated an excellent understanding of their needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Records confirmed staff worked with health and social care professionals to ensure care for people was flexible and joined up. Health and social care professionals were complimentary about working with the service.

A relative said, “We receiveregular callsand emails if [relative] requires any treatments.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs had been assessed, and care plans described the support people needed with communication. The provider explained that information could be made available in a range of formats to meet people’s individual needs.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

Regular resident meetings provided people with opportunities to give feedback about the service. Feedback was considered, and actions were implemented where possible to improve people's experience.

The provider had a complaints policy and procedure to investigate and resolve complaints.

People and relatives confirmed they knew how to express their views and felt comfortable doing so. One relative said, “Yes if there are any issues, I feel very comfortable to address them with the home not that I have had any.”

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People said they could get support when required. People had access to health professionals, including GPs and nurses.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Care plans were personalised and contained detailed information about people's preferences, beliefs, and individual needs. This helped ensure their protected characteristics were recognised, respected, and appropriately supported.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their lives.

People were supported to consider and discuss their future care needs, for example, where people had goals to increase their independence, accessing the local community, staff provided encouragement and practical support to help them progress towards these outcomes.