Archived: Hilltop House

We spoke with people living at the home but what they told us did not relate to how staff were supported in their work.

People told us staff always double checked with them that they wanted help with their care needs before providing any assistance. They told us staff acted in accordance with their wishes. One person commented "They do a good job and always ask what I want to do."

People were protected against the risks associated with medicines because the provider had introduced appropriate arrangements to manage medicines. People who use the service told us they received their medicines when they should do. One person commented, "They know when I have my medicines and always check to see if I need anything extra."

We found the home had an established staff team and the manager told us agency staff were rarely used. However, the provider did not have suitable arrangements in place to ensure staff received appropriate training, refresher training, supervision and appraisal.

People who use the service, staff and visitors were protected against the risks of unsafe or unsuitable premises. The provider had taken remedial action to address concerns we identified at our last inspection. A new system to monitor the premises had been introduced to enable the provider to identify potential concerns and take appropriate action.

People were protected from the risks of unsafe or inappropriate care and treatment because accurate and appropriate records were maintained.

People told us staff were available when they needed them and felt staff had the skills they needed when providing their care and support. Two people mentioned it would be nice if, sometimes, there were extra staff available so they could go out more.

We found people's privacy, dignity and independence were respected and they were supported to remain involved in the local community. People experienced care and support that was planned and delivered in a way intended to ensure their needs were met.

We found people using the service were not always protected against the risks associated with unsafe use and management of medicines. Appropriate actions were not always taken to protect people using the service against the risks associated with unsafe premises and record keeping in relation to the records of people's care and treatment needed to be improved.