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Inspection Summary

Overall summary & rating


Updated 14 January 2020

About the service

Highland House is a residential care home providing personal and nursing care to 23 older people who may be living with dementia at the time of the inspection. The service can support up to 27 people in one large adapted building.

People’s experience of using this service and what we found

People told us and indicated they were happy and felt safe living at Highland House. Potential risks to people’s health, welfare and safety had been assessed and there was guidance in place to mitigate risks.

People’s medicines were managed safely. Staff monitored people’s health and referred people to relevant healthcare professionals and followed their guidance to keep people as healthy as possible.

The registered manager and staff understood their responsibilities to keep people safe from abuse and discrimination. Accidents and incidents had been recorded, analysed, and action had been taken to reduce the risk of them happening again.

Staff had been recruited safely and received training appropriate to their role. Staff received supervision and appraisal to develop their skills and knowledge.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People met with staff before they moved into service to check staff would be able to meet their needs. Each person had a care plan that contained details about their choices and preferences. These plans had been reviewed regularly and updated when needed.

People were treated with dignity and compassion. They were supported to be as independent as possible and express their views about their care and support. People’s end of life wishes were recorded. Staff worked with the GP and district nurse to support people at the end of their lives.

People were supported to eat a balanced diet, people had a choice of meals. People’s dietary preferences were catered for. People had access to activities they enjoyed.

Checks and audits were completed on the quality of the service and action taken when shortfalls were found. There was an open and transparent culture within the service, people were asked their views about the service and these were acted on.

Relatives told us knew how to complain. The registered manager recorded all concerns raised and investigated. People received information in formats they could understand.

For more details, please see the full report which is on the CQC website at

Rating at last inspection and update

The last rating for this service was Requires Improvement (published 19 February 2019) and there were two breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

Inspection areas



Updated 14 January 2020

The service was safe.

Details are in our safe findings below.



Updated 14 January 2020

The service was effective.

Details are in our effective findings below.



Updated 14 January 2020

The service was caring.

Details are in our caring findings below.



Updated 14 January 2020

The service was responsive.

Details are in our responsive findings below.



Updated 14 January 2020

The service was well-led.

Details are in our well-Led findings below.