Hillcrest Care Home

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

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 were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs. People received person centred care and support that respected their routines and preferences. Staff knew what was important to and for people.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity. Care records reflected people’s wider support networks, including input from relatives and other professionals, supporting a joined-up approach to care.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. Information was available in accessible formats and met the Accessible Information Standard. Information was also available for people, and staff, where English was not their first language.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result. The provider had not received any recent complaints. However, there was a system in place for responding to any concerns or complaints if any were received. Staff were responsive and involved people in decisions about their care and told them what had changed as a result. People knew how to raise concerns. They told us they would raise anything with staff first, and that staff always listened to them. One person said, “I will tell the staff if I’ve got a complaint.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Managers and staff demonstrated awareness of equality and human rights requirements. They used feedback and information to improve access for people more likely to experience barriers. Discussions with staff showed they understood how to access specialist health or social care support people might need.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this. Systems were in place to identify and respond to barriers that could prevent people from accessing services, including communication needs, mobility issues, and sensory impairments.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. The provider supported people to plan for important life changes, including end-of-life care, in a timely and person-centred way. People’s religious and cultural needs were identified and respected. Care plans demonstrated that people, and where appropriate their relatives or representatives, were involved in discussions about their future wishes. Family involvement was handled with sensitivity and respect. Relatives were recognised as partners in care and kept informed of changes.