Highland Care UK Limited

Updated 27 February 2026

Date of Assessment: 18 March to 27 April 2026. The service is a care at home service providing support to adults of all ages living with dementia, mental health conditions, a physical disability or sensory impairment. At the time of the assessment, there were no children receiving a service. Not everyone using the service was receiving personal care. CQC only inspects where people are receiving regulated activities including personal care. This is help with tasks related to personal hygiene and eating. Where they do, we consider any wider social care provided. At the time of the assessment, 60 people were receiving support with personal care.

People were kept safe from the risk of harm and abuse. People were involved in assessments of their needs which included risk management plans. Care plans were detailed and took account of people’s communication, personal and health needs. People received person-centred care which considered their preferences. Staff monitored people’s nutrition and hydration to ensure they had enough to eat and drink.

The provider had systems in place to obtain feedback from people and relatives about the quality of the service provided. People were supported to work towards their goals and achieve good outcomes. Policies and procedures were in place which gave guidance to staff about how to deliver effective care.

Managers and staff had a shared vision and culture based on listening, learning and trust. Staff were offered a variety of training opportunities. Managers were visible, knowledgeable and supportive, helping staff develop in their roles. Staff felt able to raise concerns or make suggestions to improve the service. Theprovidersupported staff wellbeing.

We assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed autistic people and people with a learning disability respect, equality, dignity, choices, independence and good access to local communities that most people take for granted. At the time of the assessment, the service was not supporting any autistic people or people with a learning disability, but the provider had regard to ‘Right support, right care, right culture’.

This was a planned comprehensive assessment of all quality statements under the key questions of safe, effective, caring, responsive and well-led.

Updated 27 February 2026

People and relatives were positive about the quality of care they received from the service. People and relatives told us they felt safe using the service and staff never missed a scheduled visit. A relative told us if staff were going to be late, “I’d always get a phone call, or a message, a phone call from the office to say they were running late and how late they were going to be.” Another relative said, “Like 99%, they are always on time.” People were protected from the risks associated from the spread of infection as staff followed infection control measures.

People and relatives told us staff were friendly and caring. A person told us they could have a chat with staff and enjoyed sharing jokes with them. Overall, people and relatives felt staff had the skills needed to provide good care. They told us they usually had the same regular care staff visiting and only occasionally would a different care staff attend. People and relatives reported the care service effectively communicated changes with them.

People and relatives knew how to raise a complaint but told us they had not needed to. They were confident about speaking with staff or managers if they had a concern. People and relatives told us office staff often contacted them to ask how they were and if they were happy with the service.