Highlands Care Solutions

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. People and their families told us staff were kind and caring. They confirmed they were treated with dignity and respect. Staff had good knowledge of people’s needs and spoke with warmth about their welfare, likes and dislikes. Care plans detailed information around people’s backgrounds, life histories and important information related to their care, preferences, likes and dislikes. This helped ensure staff understood who people were and what was important to them. This included awareness of people’s goals and aspirations and what support and motivation they needed to achieve them. Staff treated colleagues from other organisations with kindness and respect. One healthcare professional told us they found the provider was responsive and engaged when they worked with them.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. The provider demonstrated a commitment to staff wellbeing; systems and processes were in place to offer staff support. Staff told us they felt supported by the provider and mostly felt listened to. However, some staff felt their feedback about travel time and staff schedules had not always been acted upon by the provider. The registered manager was aware of the feedback and had taken action to address this feedback prior to the assessment. For example, they shared an action plan they had implemented in response to staff feedback with clear actions and completion timescales. From some of the feedback we received, more time was needed for the impact of this action taken to be observed and experienced by staff. This demonstrated the registered manager was aware of issues and was working to make changes to improve staff’s experience. Staff told us they felt valued, appreciated and were provided with sufficient breaks and rest periods.