Highlands Care Solutions

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 care plans were personalised and reflected their physical, mental and emotional needs. People and their families told us they were involved in developing and reviewing their care. The provider adjusted people’s care when their needs changed. This included making changes to care call durations and levels of support staff provided. This helped to ensure care reflected people’s needs. Staff knew people and spoke warmly about people and their likes, interests and preferences. One staff member told us, “Giving care, it’s not a uniform thing, we can have different ways of wanting things. The way I want my eggs done will not be the same as you. I just listen to my client how they like their porridge and is what I do for that client. If they like meds this way then I do them that way.”

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

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. The provider had a complaints policy in place which documented how people’s complaints and concerns would be investigated and responded to. Records of complaints received demonstrated that the provider investigated and reported back to people with the outcome.. People and their families told us they were satisfied with how their concerns were listened to and acted upon by the provider. One family member told us, “I have to say it was dealt with well.” Leaders shared learning from complaints with staff. This helped to promote learning and positive changes in response to people’s feedback.

People and their family members told us they felt listened to and there were different opportunities to share their feedback. One family member told us, “They communicate quite well and if I’ve any concerns, I can contact the office, which I have, and they contact me back.”

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.