CQC report explained · a residential care home
What the CQC found at The Highlands
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found enough staff, suitable risk assessments, safeguarding training and safe medicines systems. Recruitment checks and emergency evacuation plans were also in place.
- Effective?
- Good
- Staff understood people's needs and received training, supervision and appraisals. People had access to healthcare professionals and meals were adapted for dietary needs.
- Caring?
- Good
- Staff were observed to be kind, patient and respectful. They understood people's communication methods and supported privacy, dignity, independence and choice.
- Responsive?
- Good
- Care and activities were tailored to people's interests and needs, including community trips and skills such as baking. However, some communication information was missing from care plans.
- Well-led?
- Good
- Inspectors found approachable management, supportive staff relationships and regular audits. The home used action plans to address improvements.
What inspectors found, November 2018
Rated Good; inspectors found safe, kind and personalised care, but some communication information was missing from care records.
The inspection was unannounced and took place on 23 October 2018, with an earlier visit recorded on 28 September 2018. The inspector met all the people using the home, contacted relatives and outside professionals, spoke with staff and managers, reviewed care and staff records, and looked around the building.
The home supported up to 14 adults with acquired brain injury. Inspectors found enough staff, safe medicines arrangements, suitable risk assessments and thorough recruitment checks. People received support with healthcare, food, activities and communication, and staff treated them with patience, kindness and respect.
The main shortfall was in the care records. Relevant information was not always included in care plans, and people who used sign language did not have communication books explaining their signs. The manager said the provider had identified this and was working to improve it.
The home was rated Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. This was unchanged from the previous inspection in January 2016.
Safe staffing and medicines
There were enough staff on duty to keep people safe, and medicines were administered and recorded correctly.
“There were enough staff deployed to keep people safe.” from the report
Kind and respectful care
Staff knew people well, listened to them and supported their privacy, dignity and independence.
“People told us that staff were very kind and we observed staff encourage and support people in a sensitive manner.” from the report
Personalised activities
People were supported to enjoy meaningful activities, learn skills and take part in the wider community.
“The Highlands delivered personalised care for people by providing a rich service that enabled people using it to access a wide range of meaningful activities.” from the report
Strong management oversight
The manager and staff worked together to review the service and make improvements. Regular audits and action plans were used.
“All of this combined to ensure good governance arrangements were in place.” from the report
Inspectors raised no specific concerns in this report.
- 01What has been done since the inspection to add sign-language communication books for people who use them?
- 02How do you make sure all relevant information is included in each person's care plan?
- 03What staffing levels will be in place during the day and overnight for my relative's needs?
- 04The report says nursing care had not been provided for at least a year. Is nursing care available now, and what happens if it is needed?
- 05How will my relative be involved in choosing activities and reviewing their care?
This was an overall inspection covering all five CQC questions; the ratings remained Good, as at the previous inspection in January 2016. This explanation was written from the published report of 9 November 2018 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of The Highlands
2 rated inspections over 3 years: the service has held its Good rating throughout.
- November 2018Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2014
Report published without a new overall rating.
- September 2012
Report published without a new overall rating.
- November 2010
Registered with the Care Quality Commission on 26 November 2010.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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48 live-in carers within about an hour of Gateshead
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £950 to £1,240 a week. 42 can care for a couple. 10 years' experience on average.
“Petty introduced herself to Mum every time she was caring for her and responded very quickly to Mum if she was distressed in the night.”
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