Highland Care UK Limited provides personal care for people in their own homes, some of whom may be living with dementia. We inspected the service on 25 May and 1 June 2017 and at the time of this inspection 20 people were using the service. This was the first inspection of this service since it became registered.

There was a registered manager at the service. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The provider had systems in place to ensure visits to people who used the service were not missed. Safe recruitment checks were carried out. The service had safeguarding and whistleblowing policies in place and staff knew what action to take if they suspected someone was being abused.

People had risk assessments in place to ensure safe care was provided and potential risks were minimised. There were arrangements in place for the administration of medicines. However, we have made a recommendation around the safe management of medicines.

People felt that they were supported by skilled and experienced care staff. The provider supported staff with regular training opportunities, supervisions and appraisals. The provider was aware of their responsibilities around the Mental Capacity Act 2005. Staff demonstrated awareness of needing to obtain people’s consent before delivering care. People were supported with their nutritional needs and were supported to access healthcare when required.

Staff were aware of people’s needs and preferences. People thought staff were caring. Staff demonstrated their knowledge of The Equality Act 2010 and delivering care in a non-discriminatory way. Staff demonstrated their awareness of how to provide dignified care, and encourage people’s independence.

Care plans were personalised and staff demonstrated awareness of providing personalised care. Complaints were dealt with appropriately and in accordance with the provider’s policy. The provider also kept records of compliments about the service.

People and staff spoke positively about the management team. The provider had several systems in place to obtain feedback from people who used the service. Staff had regular meetings to stay up to date with service development. The provider had various systems in place to check the quality of service provided.