Lochaber Care at Home Service
Recorded Key Question grade range: 3–4 — Adequate View on Care Inspectorate
Key Question scores
Requirements & recommendations
1. By 30 June 2026, the provider must ensure that the local service is supported with effective governance and senior leadership. To do this, the provider must, at a minimum: a) review the management structure within the service to ensure local capacity, time and skilled resource to identify solutions and oversee sustained improvement b) implement robust quality assurance systems and processes, including auditing of key performance areas, which ensure positive outcomes for people c) ensure notifications are submitted to the Care Inspectorate of notifiable events as detailed in 'Adult Care Services: Guidance on records you must keep and notifications you must make (March 2025)’. This is to comply with Regulations 3 and 4(1)(a) of The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011 (SSI 2011/210). This is to ensure that care and support is consistent with the Health
1. To ensure people experience high quality care and support that is right for them, the provider should review and update recordings about people’s medication. This should include but is not limited to: a) ensuring recordings of topical medication are consistent, clear, signed for and accurate with details of how and where it is to be applied b) reviewing the level of support that people need, specifically between assisted and administered medication, in accordance with best practice c) detailed recordings of assisted medication in the communication notes, including the name of the medication, the amount given and the time that the person was assisted. This is to ensure that care and support is consistent with Health and Social Care Standards (HSCS) which states that: ‘Any treatment or intervention that I experience is safe and effective’ (HSCS 1.24); and ‘I experience high quality care and support based1. To ensure people have confidence in the organisation providing their care and support, the provider should record detailed outcomes of complaints and how learning from these have supported improvement. This should include but is not limited to: a) evidencing how a complaint is formally logged and the process tracked in accordance with best practice b) clear details of the complaint investigation and how any concerns are addressed, including where an apology is necessary. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states that: ‘I receive an apology if things go wrong with my care and support or my human rights are not respected, and the organisation takes responsibility for its actions’ (HSCS 4.4); and 'I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance proce2. To ensure people have confidence in the organisation providing their care and support, the provider should continue to review and update the service improvement plan. This should include but is not limited to: a) evidence of self-evaluation that shows how the service demonstrates what is working well and what improvements are needed b) evidence of how evaluating people’s experiences of using the service, their families, staff and other professionals inform improvement. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states that: ‘I am supported to give regular feedback on how I experience my care and support and the organisation uses this learning to improve’ (HSCS 4.8); and 'I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes' (HSCS 4.19). This is in order to comply with section 7(1)(a) of the Health and Care (Staffing)(Scotland) Act 2019. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states that: ‘My needs are met by the right number of people’ (HSCS 3.15).
2. To ensure people have confidence in the people who support and care for them, the specific training needs of staff should be reviewed, and managers evidence an overview of staff training needs and compliance. This should include but is not limited to: a) awareness of mental health conditions and establishing clear protocols to support staff and ensure people’s wellbeing when dealing with behaviours of concern b) dementia training, at a level appropriate within the Scottish Government’s Promoting Excellence Framework c) opportunities for staff to discuss their concerns or ideas and how to support positive outcomes for people with regular team meetings. This ensures effective team communication and consistency of approach in caring for and supporting people. This is in order to comply with section 8(1)(a) of the Health and Care (Staffing)(Scotland) Act 2019. This is to ensure that care and support is consistent with the Health1. To ensure that people are fully involved in all decisions about their care and support, and their rights protected, the provider should sustain regular reviews of people’s care experiences. This should include but is not limited to: a) consistently ensuring a review of people’s care and support every six months and more frequently as required b) updating the person’s support plan and recording any changes to their outcomes, including updates from health appointments c) clear evidence of the required legal documentation where a person is unable to make decisions for themselves. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which states that: ‘My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices’ (HSCS 1.15); and ‘