Hillbrow Residential Care Home Limited

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 Outstanding. At this assessment the rating has changed to 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 treated colleagues from other organisations with kindness and respect.

People consistently told us staff were kind and caring, and we observed warm interactions throughout our visit. Staff knew people well, treated them as individuals and supported their choices. Feedback from relatives and professionals reflected a caring, respectful culture.

Staff were patient and displayed genuine affection and respect for people. We observed staff engaging people in conversation, enjoying time together, offering comfort and empathy to those who were upset. Staff used sensitive language and physical contact, such as hand holding, appropriately.

Staff took care to ensure people’s privacy and dignity were maintained. Staff were mindful to deliver personal care discreetly and in private. We noted that people looked smart and well cared for and were well presented.

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.

Staff treated people with kindness and genuine warmth. People told us staff were “Very kind to me… I feel safe” and “The staff are lovely… absolute gems.” Relatives described a consistently caring approach, saying staff were “Very friendly and caring” and responding with “Sympathy and understanding” when people were anxious or upset.

Staff took time with people, did not rush them, and interactions were gentle and respectful. We observed sensitive, dignified support during mealtimes, including 1 person being asked, “Are you ready for more now?” as staff encouraged them at their own pace. These caring approaches reassured people and promoted their emotional wellbeing.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care plans contained personal detail, and staff used this information to tailor day‑to‑day care.

Staff knew people well, including their histories, preferences and what mattered to them. One person said, “They do look after me very well… they are gentle and take their time.”

Staff actively encouraged independence and safety by ensuring equipment and support aids were available, reminding people to use walking frames and sticks when mobilising.

People’s rooms were personalised, and staff demonstrated an understanding of individual choice. For example, offering alternatives at mealtimes when someone did not like the meal provided, and remembering individual food preferences such as adding tomato to an omelette.

Relatives told us their family members’ routines and cultural preferences were respected, saying, “I am very pleased with the excellent care… there’s a wholeness to the approach.”

Activities were varied, meaningful and offered daily, ranging from church services, armchair exercises and baking to museum visits and community outings. Staff visited people who preferred to stay in their rooms, offering conversation, reading materials or music. People told us the service felt “like a home from home” and described staff as “friendly and gentle.”

People were supported to maintain relationships with family and friends. During our assessment, we observed a welcoming environment with many visitors present.

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.

On the whole staff responded promptly to people’s requests for assistance and were able to respond quickly to people to minimise any upset or distress.

Staff were attentive and recognised when someone was unwell, contacting GPs promptly. One person told us, “The staff contacted my GP… I felt in safe hands”. During observations, staff anticipated people’s needs, adjusted seating, offered blankets, and checked pain, ensuring people were comfortable and reassured.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff described feeling valued, supported and able to raise concerns. One staff member said, “I love working here… the managers are great and very supportive”. Another told us, “We work as a team… managers jump in to help when needed.”

Staff said their wellbeing was taken seriously, sharing examples where managers supported them through personal difficulties. Team members spoke positively about morale, training and opportunities to develop, noting the home had a “warm, family feel.” This enabled staff to deliver compassionate care and maintain a consistent, person‑centred culture.

The provider valued the staff team by implementing a staff reward scheme, and anannual "values champion" award.