Hillsborough Residential Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good.At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.
 

This service scored 71 (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 did not always make sure people were at the centre of their care and treatment choices and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

There was limited evidence people, or their relatives, had been involved in developing care plans. Not everyone we spoke with was aware of their care plans. Comments included; “I don’t know anything about a care plan. I just do what they tell me to do” and “I don’t know what a care plan is.” However, one relative told us, “[Relative] was able to deal with their own care plan and sign it. It’s never a problem discussing [relative’s] care and mental health. They are very open for discussions.”
Staff clearly knew people well and had an understanding of their needs and preferences.
 

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The manager worked with external healthcare professionals to help ensure people’s needs could be met. There was regular contact with the local GP surgery and district nurse team. One person told us, “A nurse comes in once a week and checks on me.”
 

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

No one required an alternative method of communication to support their understanding. Care plans contained information about any aids people needed such as hearing aids or reading glasses. There was also information for staff on how they could help people who were reluctant to use aids. For example, one person’s care plan stated the person had glasses but disliked using them. They had asked staff to help them read any post they received.
 

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

When people moved into the service they, and their relatives, were given a welcome pack. This provided relevant information about the service, including details on how to make a complaint. There were no ongoing complaints at the time of the inspection.

Meetings for residents and relatives were organised. These were an opportunity to share any organisational updates and ask for ideas and suggestions on how the service was organised. Kitchen staff regularly spoke with people about the menus.
 

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were supported to attend appointments and have access to other professionals when they needed to. Records showed people had been referred to external agencies when there had been concerns about their health. For example, one person had recently been seen by the speech and language therapy team.
 

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

People living at Hillsborough received the care, support and treatment they needed when they needed it. People`s care plans included information about their culture, religion and lifestyle and staff had a good understanding of individual needs. One person’s needs fluctuated due to their declining health. Staff recognised this and adapted their approach according to how well the person was on any given day.
 

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People were encouraged to give their views on how they would like to be cared for towards the end of their life. One person had specified who they would like to be informed and spend time with if possible, and how they wanted personal care to be provided.
Where people had decided not to be admitted to hospital or not resuscitated in the event of a medical emergency this was recorded.
The deputy manager was putting together boxes containing various items to support people, their families and staff when people approached the end of their lives. Items included comfort blankets, mouth care products, hand creams, music and written information. They told us the boxes could be further individualised to include personal items such as photographs and specific religious information.