Archived: Highland Care UK Limited

' Is the service caring?

' Is the service responsive?

' Is the service safe?

' Is the service effective?

' Is the service well led?

This is a summary of what we found-

Is the service safe?

People who used the service were protected from the risk of abuse, because the provider had taken reasonable steps to identify the possibility of abuse and prevent abuse from happening. People told us they did not feel at risk using the service. One person said "I do feel safe with her (the carer) here." Staff had undertaken training in areas that promoted people's safety including training about safeguarding vulnerable adults and moving and handling people. Risk assessments had been carried out to help reduce the risks people faced.

Is the service effective?

We found that staff were punctual and stayed for the full time allocated to people who used the service. People told us that staff had a good understanding of their cultural, religious and communication needs. Care plans were in place. However these were very basic and did not contain detailed information about how to support people. People told us staff did not know how to meet their needs. One person told us "I have had to tell her every single day for three months what to do" and "she (the carer) is friendly but she does not understand the job very well." This meant the provider was not adequately meeting people's assessed needs.

Is the service caring?

People we spoke with told us that staff interacted with them in a polite and respectful manner. Staff told us how they promoted people's dignity, for example by supporting them to make choices and encouraging their independence. We saw that staff undertook an induction training program which covered the principles of good care.

Is the service responsive?

The service carried out assessments of people's needs before they began to provide support. Assessments included information on people's likes and preferences. One person said "before I started the carer came to my house and I explained what I like and what to do." The service involved others such as occupational therapists where there was a need.

Is the service well-led?

The service had a registered manager in place and a clear management structure. Staff we spoke with said they found management staff to be approachable. Clear records were maintained which were stored securely. Quality assurance and monitoring processes were in place. These included seeking the views of people who used the service.

We found that people using the service were involved in making decisions about their care and treatment. People's diversity, values and human rights were taken into account in planning and delivering their care. We saw that people's needs were assessed before care was delivered and that their needs were regularly reviewed. Care was delivered in accordance with people's care plan. People were given appropriate information about the service and regarding their care and treatment.

We found the provider had systems in place to protect people who use the service from abuse.The staff we spoke with had received safeguarding training and had a good understanding about safeguarding issues. Staff were suitably qualified, skilled and experienced. The agency supported staff to deliver care and treatment safely and to an appropriate standard. The agency had systems in place to monitor the quality of care and treatment provided to people using the service.