Hillcrest

Updated 28 November 2019

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

Hillcrest is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who worked with the service. We used all of this information to plan our inspection.

We did not request a provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make.

During the inspection

We spoke with the nominated individual, contracts compliance manager, regional manager, registered manager, nurse, agency nurse, eight care workers, the administrator, 10 people, four relatives, an advanced nurse practitioner from the local GP surgery, a community matron for nursing homes. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included three people’s care records and multiple medication records. We looked at one staff file in relation to recruitment and records relating to training. We looked at a variety of records relating to the management of the service.

After the inspection

We continued to seek clarification from the registered manager to validate the evidence found.

Updated 28 November 2019

About the service

Hillcrest provides nursing and personal care for up to 52 older people. There were 45 people living at the home at the time of the inspection, some of whom had a dementia related condition. Accommodation was spread over two floors. People who had a dementia related condition lived on the ground floor unit.

People’s experience of using this service and what we found

People told us they were happy. They said they would recommend the home because of the staff whom they described as, “very caring” and “really, really good.”

There were systems and procedures in place to help keep people safe. One person said, “I trust everybody.” Medicines were managed safely. There were sufficient staff deployed. Staff appeared busier in the nursing unit. The registered manager introduced a new system at the time of the inspection to promote organisation and communication in the nursing unit.

Risks were assessed and monitored. There was a positive approach to safety and risk which was not restrictive for people. Checks were carried out to make sure the building and equipment were safe. The premises had been redecorated and refurbished and met people’s needs.

People were supported by staff who were trained to meet their needs. People’s eating and drinking needs were met. The menus were being reviewed to make sure they met people’s dietary preferences.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People had a care plan which guided staff on how to deliver person centred care. People’s social needs were met. There was an activities programme in place.

There was a positive atmosphere at the home, staff told us they enjoyed working there and felt valued by the registered manager and provider. We observed this positivity was reflected in the care and support which staff provided. Audits and checks were carried out to monitor the quality and safety of the service.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was requires improvement (published 30 November 2018). Since this rating was awarded the registered provider of the service has changed. We have used the previous rating to inform our planning and decisions about the rating at this inspection.

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.