Archived: Hillcrest House

We observed the support that people received, looked at the documents held by provider, spoke with the manager, four members of staff, a social care professional and a visitor. We spoke with three relatives and friends of people who use the service. One relative told us that their relation had: 'never been as happy, done wonders with her'.

We looked at three care records they clearly set out people's needs and gave clear guidance on how people should be supported. During our inspection we observed one person shopping with a support worker, and we saw that three of the other people who use the service spent some time outside the home taking part in activities.

The staff we spoke with told us that they felt supported and equipped with the right skills and training to care for the people who lived there. Staff were able to describe the provider's safeguarding procedures and their role in keeping people safe.

The provider had effective systems in place to monitor the ongoing performance of the service.

We observed positive relationships between people in their home and the staff which encouraged independence and autonomy. We saw that people were encouraged to maintain contact with family and friends and to visit or attend local amenities.

One person told us 'Staff listen to us and think about the things we say.' Another person told us that 'Staff help me do things for myself.'

We saw that people had detailed individual care plans, which were being updated, and that expertise and involvement was sought from other professionals to enhance care planning and support effective and safe care. We found safeguarding procedures and staff training in place. People told us they knew who to contact if they had concerns.

Staff were not receiving adequate support through supervision or receiving feedback on their performance.

There were systems in place to monitor and assess the quality of services provided and to take action where improvements were needed.