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Archived: Hillingdon House Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 7 April 2021

About the service

Hillingdon House is a residential care home providing personal care for up to 22 people aged 65 and over. At the time of our inspection, the service was supporting 19 people, some of whom were living with dementia. The home is established over three floors and a separate annex building next door with seven bedrooms and a small communal area.

People’s experience of using this service and what we found

People did not always have the appropriate and correct equipment for staff to move them safely. People did not always have risk assessments and care plans in place that reflected their current needs. There was not always enough staff to meet people’s needs. This placed people at risk of harm

The heating system was not fit for purpose. There was no external fire risk assessment in place. Infection Prevention and Control (IPC) guidance was not always followed to ensure people were supported to reduce the risk of exposure and transmission of COVID-19.

Staff did not always follow isolation guidance that was in place for the COVID-19 pandemic.

The covid-19 contingency plan was not effective and there was no one to run the home in the absence of the registered manager. There was no oversight of the home during the COVID-19 outbreak. People’s care records were not reflective of current needs. The registered manager had audits in place. However, these were not always effective in identifying and addressing concerns.

Staff were aware of how and when to report abuse. People received their medication as prescribed. People told us they felt safe and were happy at Hillingdon House. Staff knew people well and had a good relationship with them.

People, staff and relatives told us they found the registered manager and provider approachable and they were encouraged to give feedback.

Rating at the last inspection

The last rating for this service was good (published 28 March 2019).

Why we inspected

We received concerns in relation to the management of medicines, infection control, and people’s safety. We also received further concerns from the local authority whilst the home was having a COVID-19 outbreak. Due to the COVID-19 outbreak, the registered manager required support from the local authority due to insufficient staff being available to support people. The local authority funded a consultancy company and the Care Home Intensive Support Team (CHIST) were deployed to support the home. These teams raised concerns including staffing levels, people’s safety and the management and oversight of the home. As a result, we undertook a focused inspection to review the key questions of safe and well-led only.

We reviewed the information we held about the service. No areas of concern were identified in the other key questions. We therefore did not inspect them. Ratings from previous comprehensive inspections for those key questions were used in calculating the overall rating at this inspection.

The overall rating for the service has changed from good to requires improvement. This is based on the findings at this inspection. We have found evidence that the provider needs to make improvement. Please see the safe and well-led sections of this report.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Hillingdon House on our website at

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to coronavirus and other infection outbreaks effectively.


We are mindful of the impact of the COVID-19 pandemic on our regulatory function. This meant we took account of the exceptional circumstances arising as a result of the COVID-19 pandemic when considering what enforcement action was necessary and proportionate to keep people safe as a result of this inspecti

Inspection areas


Requires improvement

Updated 7 April 2021

The service was not always safe

Details are in our safe findings below



Updated 7 April 2021



Updated 7 April 2021



Updated 7 April 2021


Requires improvement

Updated 7 April 2021

The service was not always well-led.

Details are in our well-Led findings below