Hillsborough Residential 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 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 were happy living at Hillsborough. Comments included; “The staff are nice and pleasant and check on [relative] regularly” and “I think they are all wonderful. Everyone is more than kind. I can’t speak highly enough of them. They are absolutely wonderful, there's no one here I don’t like.”
We observed staff were respectful when supporting people, they knocked on doors before entering rooms and spoke to each person by name. Throughout the day, staff were cheerful and friendly in their approach. People confirmed they were treated with dignity. One person told us, “The staff are very respectful and will do anything for you.” A relative had contacted the service via email and said, ‘I just wanted to repeat how deeply grateful I am for the care, love and compassion you showed [my relative] yesterday and continue to do so. I could see [pronoun] was relaxed and settled despite having gone through the mill.’
 

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.

Care plans contained information about people’s personal histories and backgrounds. This can support staff to gain an understanding of who people are and what is important to them.
Some people and relatives told us there had been a lack of activities. Comments included; “It’s one area of weakness here, clearly a lack of stimulation for those who are able to participate in things” and “I get bored due to the lack of activities.” However, a new activity co-ordinator had recently started working at the service. They told us they were talking with individuals to find out what their interests were and any activities they would like to try. They also spent time with people who preferred to stay in their rooms or were cared for in bed. A relative commented, “I’m glad to see that there is now a part time activities coordinator who comes in afternoons.”
 

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

People were encouraged to maintain their independence as much as possible. Staff were aware of what people needed support with and what they could do for themselves. When people preferred to carry out aspects of their own personal care staff recognised this. One person told us, “The staff remain outside the room when I shower. I don’t allow anyone in with me. You can have a laugh and a joke with them but they still respect my independence.”
 

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.

Staff responded quickly to any requests for support. People told us their call bells were usually answered quickly. One person said, “They regularly check on me and ask how I feel. In the evenings they come in regularly.”
 

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 they were treated fairly and were well supported. The manager had set up a system for ensuring all staff received regular supervision meetings, giving them an opportunity to speak with them about any training needs or concerns they might have.