The Care Quality Commission
  • Care Home
  • Care home

Archived: Hilcote Hall

Overall: Good read more about inspection ratings

Stone Road, Eccleshall, Stafford, Staffordshire, ST21 6JX (01785) 851296

Provided and run by:
Select Health Care (2006) Limited

Important: The provider of this service changed. See new profile

All Inspections

26 February 2015

During a routine inspection

The inspection took place on 26 February 2015 and was unannounced.

Hilcote Hall provides accommodation and personal care for a maximum of 44 people who may have dementia and/ or a physical disability.

A registered manager was in post. 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.

People’s risks were assessed in a way that kept them safe from the risk of harm. Where possible people’s rights to be as independent as possible were respected.

People who used the service received their medicines safely. Systems were in place that ensured people were protected from risks associated with medicines management.

We found that there were enough suitably qualified staff available to meet people’s care needs. Call bells were responded to in a timely manner. Staff were trained to carry out their role and the provider had plans in place for updates and refresher training. The provider had safe recruitment procedures that ensured people were supported by suitable staff.

The Mental Capacity Act 2005 and the Deprivation of Liberty Safeguards (DoLS) set out the requirements that ensure where appropriate, decisions are made in people’s best interests when they are unable to do this for themselves. Not everyone who lacked capacity to make decisions had undergone a mental capacity assessment.

People told us that staff were kind and caring. Staff treated people with respect and ensured their privacy and dignity was upheld.

People had opportunities to be involved in hobbies and interests that were important to them.

The provider had a complaints procedure available for people who used the service and complaints were appropriately managed.

There was a positive atmosphere within the home and staff told us that the registered manager was approachable and led the team well. Staff received supervision of their practice and had opportunities to meet regularly as a team.

Visiting professionals thought that the home was managed well and that people who used the service received good quality care and support.

The registered manager had systems in place to monitor the service and we saw that improvements had been made when identified as necessary.

31 December 2013

During a routine inspection

We carried out an unannounced inspection which meant that the provider did not know that we were coming.

During our visit we used a variety of methods to help us to understand the experiences of people who used the service. We spoke with three people who lived at the home, a relative, two staff members and the registered manager. We looked at care records and other documents to check on the care provided in the home.

We saw that people who used the service were involved in the planning and reviewing of their care and support needs. A relative we spoke with told us: "I am involved in what happens to my [relative] and included in any decisions that need to be made'. Care plan records were seen to be personalised and provided detail on how staff should meet the needs of the person. We saw staff spoke kindly to people who used the service and treated them with dignity and respect.

We found that staff had a good understanding of the different types of abuse and the procedures to follow if they felt that someone was at risk of harm. One person who used the service told us: "All the staff are really good".

Records showed that staff were trained and supervised to meet the needs of the people who used the service. Staff told us that they were well supported and had regular staff meetings.

People were supported to make complaints and were listened to. Records showed that action took place to resolve the issues where possible.

27 November 2012

During a routine inspection

We visited the service to check on the care and welfare of people who were living at Hilcote Hall.

We spoke with eight people living in the home and three visiting relatives. People we spoke with were positive about the care and support that they or their relative received. There was a planned programme of activities each week.

The environment was well maintained by the provider.

We checked the administration of medication, and found that people had their medicines at the times they needed them, and in a safe way.

Individual care plans and risk assessments were comprehensively and clearly documented, and provided detailed information for care staff on actions that were needed to minimise the risks to people living in the home.

We found that staff were safely recruited and supported into their role and responsibilities. Staff supervision and training was taking place.

We saw that there had been regular audits of the service, undertaken by the regional manager and the manager, and there had been yearly surveys undertaken by the home to provide assurance that people received safe and appropriate care.

21 December 2011

During an inspection in response to concerns

We undertook a responsive review on the 21st December 2011 as a result of areas of concerns highlighted to us.

We spoke with seven people during our visit in the 21st December 2011 who told us they were overall happy with their care, people told us that they were comfortable and staff treated them well. People reported that staff were friendly and caring and they could approach them with a concern. One person commented the care was "excellent" and they were treated with dignity and respect.

During our visit we spoke with five relatives who told us that they felt the care would not be delivered better elsewhere and staff kept them informed of any changes.

Relatives said staff treated them well showing them warmth and concern about their wellbeing. Relatives that we spoke with were aware of how to raise a complaint; none of the relatives that we spoke to raised any concerns.

We observed care been delivered by staff in a caring and considerate manner, we saw

staff taking time to speak to people, listening to them and responding appropriately. Staff were knowledgeable about people living at Hilcote Hall and aware of health needs and the care required.

The majority of staff had received appropriate training around topics such as safeguarding,infection control, fire safety and manual handling . Staff demonstrated awareness of dementia and this was reflected in how they approached people and dealt with difficult situations. Staff had a good understanding of safeguarding and infection control and this was reflected in the care that we observed during our visit.

We saw evidence that good practices were been implemented such as serving people

with dementia food on orange plates so they could easily identify food . We found that Hilcote was a member of a national group promoting activities for older people, we observed people sitting together watching an old movie and posters of events taking place. We saw techniques such as doll therapy been utilised to comfort people with memory loss as well as memory corner and a memory box.

We found care records were detailed and attempts made to ensure records were

comprehensive. We found in some instances the identified problems were not reflected in the appropriate care plan this could mean people do not always get their needs met quickly.

We found risk assessments and screening tools in place to prevent injury or harm however sometimes these assessments were not changing the care given to people.

We found staff were supported in their role through induction, supervision and

appropriate training. Staff told us they were able to approach the manager with concerns. Staff told us that regular team meetings were not taking place this was confirmed by the manager.

We found the manager had a positive approach to improving standards and supporting staff to deliver quality care this was reinforced by the people we spoke to on the day of our visit.

21 December 2010

During an inspection looking at part of the service

During the course of our visit we spoke to three people we were pathway tracking and four other people whilst we looked around the building. We spoke to 2 relatives, a visiting District Nurse from the support practice, and a Monitoring Officer undertaking reviews of three people living in the home. It was evident that people were aware of a change in management and that standards had improved across the spectrum of care and services.

We saw that people were treated kindly and that there were good interactions between careworkers and the people in the home. People said that they were happy with the care or gestured that they were. There was evidence that people had been involved in the setting of care plans, confirmed with a relatives comment: "We are asked a lot of questions regarding mum's needs, and we asked a few about the home, it was a pleasant and helpful exchange'.

General comments we received from talking to people showed to us a confidence that people had in the service, and a genuine relationship established between carers and those people using the service.

We found that professional relationships with visiting services had improved, especially with the local General Practice and District Nurses who regularly visited the home. "The Doctor is always contacted if there is a problem, I've generally found them to very good at their job, and pleasant". A visitor told us on the day of inspection: "Communications are good and they soon get the GP if medical problem. Always clean and tidy. Admin is good and helpful and the carers are friendly".

The visiting Monitoring Officer offered a comment from her discussions with people: "Those residents I saw this morning felt they were treated well. One resident stated that she could speak to staff at any time, if they were busy they would explain that and always return to her as soon as possible".

People told us they were happy with their individual bedrooms, as some people like to spend most of their time there. We were told that the refurbishment was underway with significant improvements made to the environment was much improved. A comment received from a person living in the home indicated: "Hilcote Hall is in a great location, with lovely views of the countryside. It is nice to sit on the patio area on a lovely summer's day" and "Hilcote Hall has been found to be clean and smells nice, bedrooms and bathrooms clean and tidy'.

People interviewed confirmed that that the quantity and quality of food provided was of a good standard. Some comments we received: "Feeds you well with good food, looks after our welfare", "Give more choice on menu".

People living in the home commented that they knew how to make a complaint and how to air their grievances: "The manager always sees to my problems in a very pleasant way, and gets them sorted out". This confirmed a sensitive handling of concerns by the management and owners of the home.

There were always opinions about the care staff, almost all being very complimentary, "I think Hilcote Hall is a lovely Home and very caring to residents, the staff are great, altogether very homely place to live in", although there was a number of people who stated they were bored, and the home lacks an interesting activity programme. One lady we spoke with visiting in the morning said: "My mum is really settled here, it's local to the family, and I can't think of anywhere better for her".