Hillcrest Care Home

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. Detailed assessments of people’s needs and preferences were undertaken, and very detailed care records were in place. For example, people’s cultural identity, personal presentation, routines, humour, interests and past occupations were clearly recorded and used by staff to guide care delivery, rather than treated as optional information.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. Staff regularly reviewed outcomes for people and adapted support so that it continued to follow current guidance and specialist advice. Staff supported people with nutrition and hydration. The provider was in the process of reviewing the lunch time service, and how it was organised, to improve people’s experience.

People told us they enjoyed the food. People said, “The food is excellent and I get a choice” and “The food is very good, and I get a good choice and plenty of it.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff and managers worked closely with all those involved in peoples’ care. There was effective collaboration with all partner organisations, with regular reviews, meetings and effective communication. Staff said, “Its great here. We work together, as a team” and “We have a good team. We work hard, but everyone is here for the residents.”

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. Care records included detailed information about people’s health conditions, how these might affect the person and when to escalate any concerns.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. The provider ensured there was continuous monitoring, and regular reviews, of the care and support people needed. Action was taken promptly when any changes or improvements were needed.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. MCA documentation was very detailed, decision-specific and consistently applied. People told us staff involved them in all decisions about their care.