Highland Care UK Limited

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.

People and relatives thought staff were kind and caring. A person told us, “They’re decent people [staff]. You can have a little chat and a laugh with them.” Relatives told us, “[Staff] are very gentle with [person]”, “The staff are so friendly, I think we’re a little bit blessed” and “They are just outstanding.”

A staff member explained how they developed a kind and caring relationship with people. “By respecting the person’s space, body and personal information, [using] respectful communication and active listening.” Another staff member said, “As a carer, I present myself as a support, not a replacement, allowing them [people] to make decisions about their care, respecting their personal space and gaining consent before commencing care.”

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.

A relative told us they had asked staff not to come to put person to bed at 8 in the evening as it was too early and had requested a later visit time. The relative said, “They were very accommodating, they respected our request.”

Staff described how they treated people as individuals. A staff member told us, “Care is always person-centred and respectful. I treat everyone equally, and care is not different, but tailored to the individual’s needs and preferences.”

Care records documented people’s preferences. The managers told us they held regular reviews and checked in with people and relatives to confirm needs and preferences were being met.

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

A person told us staff allowed them to carry out tasks for themselves when they were able but would offer to help if they felt this was needed. The person said, “They are pretty good like that. They will always help me out, if I say I need it.”

Staff explained how they promoted people’s independence. Responses included, “I encourage independence by allowing individuals to do as much as they can themselves” and “I offer choices in daily activities, food, and clothing. For non-verbal individuals, I use pictures, gestures, or observe their reactions.”

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.

Managers told us staff kept them informed of any changes to people’s needs such as decreased appetite or fluid intake so that appropriate action could be taken. The nominated individual gave an example of a person who had 2 visits a day but care staff observed and reported the person was not managing their medicines. Office staff took immediate action by communicating with social services who agreed to an extra daily visit so staff could support the person with medicines.

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

A staff member told us, “I can approach managers with concerns or suggestions. I feel supported in my role and always aim to provide safe, compassionate, and person-centred care.” Another staff member said, “When things go well, and [people] are happy with our work, staff are praised and highlighted in our monthly staff meetings.”

Team meetings were held regularly with staff where key care topics were discussed, and staff had the opportunity to ask questions for clarity. Managers told us how they encouraged staff to perform at their best by awarding staff yearly for their achievements by way of recognition. They also explained if staff needed help with any issue such as witnessing something distressing, they would signpost them to an appropriate support service such as counselling. The nominated individual said, “I always say to staff, you can always speak to us, we’re always here to listen.” They also told us staff were provided with a personal alarm so they could feel safer when travelling in between visits. Staff confirmed this was the case.