Hillcrest Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff spoke about people in kind, caring and respectful ways. We observed staff knew people really well and took time to talk with people. There was gentle humour and friendly interaction between staff and people who lived at the home. A staff member said, “I love it here. I love the residents.”

People were positive about the staff and the care they received. People said, “The staff are brilliant” and “The care couldn’t be any better than it is.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Managers and staff shared a strong commitment to providing individualised care and support. They knew people really well and respected and valued people who lived at the home as individuals. There was arrange of activities available. People told us they enjoyed the activities. The provider was undertaking work around individuals’ interests and ideas for activities, this included matching people with staff who had similar interests and hobbies. The provider had plans to develop the garden further to improve the experience for people and make it more available and accessible.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Staff promoted and encouraged people’s independence and choice. Throughout the inspection we observed staff patiently and sensitively encouraging people to make choices.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Managers and staff responded promptly to changes in need, with clear escalation processes including involvement of external professionals. A new call bell system had been installed to ensure people were responded to promptly by staff when they needed support. We observed care and support that was responsive and unrushed.

A relative said, “[Person] is safe and any issues tend to be actioned straight away.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. All staff we spoke with enjoyed working at the home. Staff told us they felt valued and were well supported by the provider

and managers. They told us managers were flexible and supportive. Staff members said, “I love it here” and “I like working here because of the whole team. I get a lot of support.”