Highlands Road

This report from the Care Quality Commission (CQC) provides an overview of Highlands Road, a care home supporting individuals with learning disabilities and autism. The inspection assessed the service across five key areas: safety, effectiveness, caring, responsiveness, and leadership. The overall findings highlight a consistently good standard of care, with a strong focus on promoting independence and individualised support. The report details how the service actively involves residents in their care plans and encourages them to lead fulfilling lives.

On safety, the home demonstrated robust measures to protect residents from harm, with staff well-trained in safeguarding and incident management. Risk assessments are thorough and regularly reviewed, ensuring that potential hazards are identified and mitigated effectively. Medicines are managed safely and securely, and infection control practices are consistently maintained, contributing to a clean and well-kept environment.

In terms of how effective the care is, residents consistently achieve good outcomes, with staff actively promoting independence in daily living, finances, and cooking skills. The service operates in line with the Mental Capacity Act, always seeking consent and ensuring residents' autonomy in decision-making. Staff are well-trained and supported, with comprehensive induction and ongoing professional development, and work collaboratively with external health and social care professionals to ensure seamless care.

The service's caring approach is evident in how staff treat residents with dignity and respect. Residents reported feeling respected and valued, and observations confirmed staff interactions were consistently kind and compassionate. Communication needs are well understood and supported with accessible information, and residents are actively involved in decisions about their care, with advocacy services available when needed.

In terms of responsiveness, the service excels at meeting residents' individual needs, preferences, and interests through personalised care planning and a strong emphasis on choice. Residents are encouraged to maintain relationships with family and friends, and their social lives are actively supported, as evidenced by personal records and home photographs. The service has a clear complaints procedure, and residents feel confident that their concerns will be addressed promptly and effectively.

Finally, the service is well-led, with a consistent and effective management structure that promotes high-quality, person-centred care. Staff feel listened to and supported, with clear roles and responsibilities. The management team actively seeks feedback from residents, relatives, and professionals to drive continuous improvement, and there are robust systems in place for monitoring quality and safety. The positive culture of the home encourages learning and innovation, with residents even participating in the provider's quality assurance teams.