Archived: Hillcrest Residential Home

People who used the service said they were happy with the care and support they received. One person said, 'Everyone is very friendly. I'm very content; it's like being at home.' Another person said, 'They see when things need doing and always address me by my preferred name.' One person told us they had received 'excellent care' when they had recently been unwell.

Relatives told us people received good care. One relative said, 'We have experienced nothing but kindness and pleasantness by every member of staff.'

In the main, people were comfortable in their environment and could choose to spend time in communal areas or time in their room. Some bedrooms were small so space was limited. The home was clean, tidy and well heated although some d'cor, fixtures and furnishings needed refreshing.

People were cared for, or supported by, suitably qualified, skilled and experienced staff.

There were effective systems to monitor quality and safety. Staff we spoke with said the management team were in regular contact and checked everything was in place. One member of staff said, "It's a small staff team and everyone gets involved." Another member of staff said, "The management works well. The manager will always address things. I have no concerns at all.'

We saw how staff maintained people's privacy and dignity when carrying out personal care and maintained confidentiality when speaking to people and other staff.

We spoke to the manager, the owners and two care staff. All the staff we spoke with were knowledgeable about the people who live in the home care needs. Peoples individual needs and preferences were clearly stated in their care plan and staff demonstrated that they listened to and acted on peoples wishes.

People understood their care and the support they needed. They told us that they are encouraged to make their own decisions about their daily activities. No one had any concerns but knew what to do if they did. All the people spoken with had positive comments about the home and how staff related to them.

'I love it here'

'The staff are very kind'

'I love my room and how kind the staff are'