Highlands Care Solutions

Updated 11 April 2025

Date of Assessment: 15 April 2025 to 14 May 2025. The service provides support to children, younger and older adults in their own homes. They specialise in care for those people with complex physical health needs, mental health conditions, physical disabilities, learning disabilities, autism, sensory impairments and dementia. We assessed the service due to information we had about the service regarding staffing levels, staff training and safe care and treatment.

The provider fostered a learning culture, actively seeking feedback and making improvements. People, families, and staff felt confident raising concerns and were assured the provider listened and acted. The service maintained safe systems, working with individuals and healthcare professionals to manage care transitions and risks. Safeguarding remained a priority, with policies protecting individuals while promoting independence. Risk assessments guided staff in supporting people with complex health conditions.

Safe environments were upheld through effective use of technology and equipment. Staff received comprehensive training. Workforce development included lived experience training which enhanced staff’s understanding of people’s needs.

Care remained effective, with holistic assessments and regular reviews reflecting people’s individualised needs. Staff supported people in maintaining health and independence, collaborating with healthcare professionals to ensure positive outcomes for people.

A culture of kindness, inclusion, and respect was promoted within the service which supported person-centered care. While staff felt supported, some concerns about scheduling were raised, which leaders were aware of and had taken action to address.

Governance was largely effective, with a minor shortfall in recruitment oversight promptly rectified and action taken to reduce risk of recurrence.

The provider maintained strong leadership, fostering an inclusive and collaborative environment where staff felt valued and supported.

The provider engaged proactively in partnership working, ensuring care was well-coordinated and responsive to individual needs. Professionals reported positive collaboration, reinforcing safe, person-centered care.

We expect health and social care providers to guarantee autistic people and people with a learning disability respect, equality, dignity, choices and independence and good access to local communities that most people take for granted. ‘Right support, right care, right culture’ is the guidance CQC follows to make assessments and judgements about services supporting people with a learning disability and autistic people; and providers must have regard to it. We found people received care and support in accordance with the principles of this guidance.

Updated 11 April 2025

Overall, people felt safe in the care they received and confirmed there were sufficient staff to meet their needs. However, some relatives noted they had supplemented staff training with bespoke guidance tailored to the individual’s health condition and preferences when packages of care first commenced. Despite this, confidence in staff’s skills and competence remained high.

People and their families reported feeling listened to and valued by the provider. People and their families confirmed concerns were addressed promptly, with one stating, “When [person’s name] had the incident, they acted on it straight away.” Families also appreciated receiving feedback on actions taken, including letters of apology when appropriate, reinforcing transparency and responsiveness.

Care calls were reliably attended, with no reports of missed care calls. One family member praised the consistency, saying, “The carers come at the right time … It’s always the same time every week that they come.”

People recognised staff’s training and professionalism, with one person stating, “They are trained, as they are all very good and know what they’re doing, and it is all the same people.” Families appreciated the thorough care planning process, including six-month reviews to ensure continued quality and alignment with individual needs.

Family members expressed confidence in how the provider supported people’s health needs, sharing examples such as staff proactively contacting GPs when concerns arose. People confirmed their consent was always sought before care was provided.

Communication was generally positive, with one relative stating, “They have made changes when asked.” Others highlighted the provider’s responsiveness, saying, “They communicate quite well, and if I have any concerns, I can contact the office, which I have, and they contact me back.”

This feedback reflected a responsive service which was proactive and focused on delivering person-centered care, with ongoing efforts to listen, act on concerns, and improve practices.