Hillside Care Home

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 good. At this assessment the rating has remained the same. 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.

Relatives told us people were treated with kindness, compassion, and they were happy with the support provided by staff. One relative told us, “We are comfortable that he’s well looked after.” Another relative said, “He’s well-looked after by the staff.”

We observed staff interacting with people in a kind and compassionate way. Feedback from healthcare professionals reflected this, “I have found staff to be polite and respectful, not only me but also to [person]. I can see they have a relationship built on trust.”
 

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.

People and their relatives told us people were treated as individuals and staff supported them to meet their needs and preferences as a group and on a one-to-one basis. One relative told us, “I’m quite pleased with the one-to-one [care] he gets.”

Staff considered people’s social, cultural and religious needs and with relatives and healthcare professionals, and care records included relevant information. We saw people were regularly attending events they wished to. One relative told us, “We’re very eager to see him having a normal life. They still take him to church every Sunday.”

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

People, their relatives and healthcare professionals told us people were supported to become more independent, and their goals were reviewed regularly, whilst respecting individual choices. One relative told us, “They encourage him to be independent.” A healthcare professional commented, “The home is always clean, and they promote independence by including [person] in daily chores of living and I have seen him doing these tasks.”

Staff and leaders understood their responsibilities to encourage people’s independence and ensure they were empowered to have control over their lives. Care records included information for staff to follow on how to encourage people to maintain their independence and people were supported to undertake the activities they enjoyed. One member of staff commented, “You have to put [on] the toothpaste, sometimes he will ask me to do it for him. We ask him, ‘do you want to do it yourself?’.”

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.

People and their relatives told us the provider listened to their views and wishes, and staff always took the time to get to know people. Staff told us they had sufficient time to understand people’s needs to be able to quickly respond. One relative told us, “They will talk to me about any problems.” Healthcare professionals told us staff responded to people in a way which meant distress was minimised.

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

Staff told us their workloads were manageable and they felt supported by the provider with their wellbeing. Staff told us they had the time to get to know people and did not have to rush. One member of staff told us, “It’s a balanced workload.”