• Care Home
  • Care home

Hilldales Residential Care Home

Overall: Requires improvement read more about inspection ratings

10-13 Oxford Park, Ilfracombe, Devon, EX34 9JS (01271) 865893

Provided and run by:
Hilldales Residential Care Home Ltd

All Inspections

16 August 2022

During a routine inspection

About the service

Hilldales Residential Care Home is a residential care home providing accommodation and personal care up to 56 people. The service provides support to adults who have needs arising from alcohol problems or mental health issues. At the time of our inspection there were 39 people using the service.

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

We were not assured that the provider was using PPE effectively and safely. On the first day of our inspection, staff were either not wearing masks or were not wearing them in line with best practice. This meant, potentially, people were not protected from the risk of infections.

We were not assured that the provider was preventing visitors from catching and spreading infections. On both days of inspection, we were not asked for evidence of a negative lateral flow test (LFT) or asked to complete any screening documentation before entering the home. This did not assure us that people living at the service and visitors were prevented from catching or spreading infections.

The provider's policy regards to visiting was in line with government guidance. However, we could not be assured that staff were ensuring visitors were following the government's protocols to minimise the risk of infection and or spread of COVID-19.

The provider's staff training matrix did not reflect the level of training that staff had received. The provider was in the process of transitioning from three yearly to yearly training to comply with the provider’s actions to update and complete all training annually. The training matrix was in the process of being developed and had not been finalised at the time of our inspection.

Staff were able to demonstrate knowledge and competency in their roles when supporting people living at the home. For example, encouraging and supporting people to reduce their alcohol consumption with input from relevant professionals and providing appropriate support to help people manage their mental health well-being.

People told us staff were well trained and competent in their jobs; and did not raise any concerns. Comments included, “I have lived here for 31 years, excellent staff” and “The staff appear to know their jobs.”

The registered manager recognised that improvements were needed to staff supervision. An action plan was in place to address this to ensure staff received supervision on a three-monthly basis. Staff had, however, received an annual appraisal in April 2022. Staff did feel well supported in their roles. Comments included, “The support is really good, we pull together.”

Despite systems being in place to monitor the quality and safety of the service, these had not identified the concerns we found regards to infection control. Specifically, the safe and effective use of Personal Protective Equipment (PPE) and effective screening of visitors before entering the home.

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 said they felt safe with staff; staff practice showed they knew them well. People were at ease and looked comfortable in the company of staff. Measures to manage risk were as least restrictive as possible to protect people’s freedom. People’s rights were protected because the service followed the appropriate legal processes. Medicines were safely managed on people’s behalf.

Care files were personalised to reflect people’s personal preferences. People were supported to maintain a balanced diet.

Health and social care professionals were regularly involved in people’s care to ensure they received the care and treatment which was right for them. A professional praised the service regards to how proactive they were at contacting them for advice and guidance. They commented, “They (staff) are on the ball. They do an amazing job. The paperwork is thorough, no problems with medicines and staff ensure they take people to appointments.”

People received kind and compassionate care from staff who used positive, respectful language people understood and responded well to.

There were sufficient staff to meet people’s needs. People were supported by a core team of staff. Staff confirmed that people’s needs were met promptly, and they felt there were sufficient staffing numbers. There were effective staff recruitment and selection processes in place.

Staff spoke positively about communication and how the registered manager worked well with them and encouraged their professional development.

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

Rating at last inspection

This service was registered with us on 8 March 2021 and this is their first inspection.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

We have found evidence that the provider needs to make improvements. Please see the Safe and Well-led sections of this full report.

You can see what action we have asked the provider to take at the end of this full report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Hilldales Residential Care Home on our website at www.cqc.org.uk.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.

9 March 2021

During an inspection looking at part of the service

Hilldales Residential Care Home is a 'care home'. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided. The home provides accommodation and personal care for up to 56 adults who have needs arising from alcohol problems or mental health issues. Some people are also living with a physical disability. At this inspection 37 people were living at the home when we visited.

We found the following examples of good practice.

Staff were following current infection prevention and control guidance to help people to stay safe. There were suitable risk assessments and an up to date infection control policy and procedure in place. The registered manager ensured staff understood why every measure was in place.

Personal Protective Equipment (PPE) was readily available around the building. We saw there was a good supply of PPE for staff to use. Staff were observed to be wearing PPE appropriately and disposed of it in clinical waste bins. Whole home testing was undertaken, with frequency of testing people and staff in line with current guidance.

Staff had completed training to ensure staff knew how to keep people safe during the Covid-19 pandemic. Staff had also been supported by outside health professionals to ensure safe infection prevention and control measures were in place.

Infection prevention and control audits were carried out to ensure the premises was meeting infection control measures. A cleaning schedule for all areas of the home was in place and implemented to ensure the whole home was effectively cleaned on a regular basis.

Staff supported people to occupy themselves whilst maintaining their safety. Staff helped people to stay in touch with their friends and family. Alternative forms of maintaining social contact were used for friends and relatives; for example: keeping in touch using video calls.

Facilities were in place to wash hands or use hand sanitiser on entering and leaving the home. Visitors were supported to wear a face covering when visiting, and wash hands before/after mask use. All visitors were screened for symptoms of acute respiratory infection before being allowed to enter the home and other signs of Covid-19. There was prominent signage and instructions to explain what people should do to ensure safety. Information was easily accessible on arrival or before visits to ensure visitors followed guidance, procedures or protocols to ensure compliance with infection prevention control.

The registered manager communicated with people, staff and health and social care professionals regularly to make sure everyone had an understanding of precautions being taken, and how to keep people safe.