Hill House - Care Home with Nursing Physical Disabilities

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 65 (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 respect people’s privacy and dignity.

We observed some inappropriate documentation practices. Sensitive information, including details about people's care and equipment needs, was displayed on the walls in their bedrooms rather than stored discreetly out of sight.

However, staff were observed to engage positively with people, and individuals appeared comfortable and at ease in their presence, indicating that caring and trusting relationships had been established. Feedback from relatives was consistently positive regarding permanent staff, with comments such as, “Some of the staff are brilliant” and “[Name] is fantastic and has so much fun with my loved one.” Staff also demonstrated an understanding of how to protect people’s dignity. Staff gave examples such as using towels to cover people up; whispering when conversations were of a personal nature and knocking on doors. One staff member said, "I always explain what I am doing and why I am doing it."

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.

Staff demonstrated a strong commitment to meeting people's individual needs and preferences. Feedback indicated the team were proactive in supporting people to engage in activities that were meaningful to them. For example, when people expressed a wish to visit a particular place, staff worked flexibly to plan, including organising transport at short notice to facilitate outings. People were supported to pursue their hobbies and interests, and staff went above and beyond to help people achieve their aspirations, including contacting well-known individuals where this was important to the person. Opportunities to access the community were regularly promoted, with visits to local attractions such as zoos, and animal experiences were also brought into the service for people who enjoyed interacting with animals. People's rooms were personalised to reflect their individual tastes and preferences, and staff supported people to practise their religious beliefs in a way that was meaningful to them. This demonstrated a person-centred approach to care that respected people's choices, interests and individuality.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. Technology was used extensively to promote and maintain people’s independence. Where individuals wished to use voice-activated technology, devices such as Alexa were provided and supported, enabling people to independently operate items including lights, televisions and radios. The service worked closely with people to understand their preferences and assessed how technology could best support their daily lives. Adaptive equipment and technological solutions were tailored to individual needs, ensuring the support provided was person-centred, effective and enhanced people’s choice, control and independence. The provider employed dedicated activity coordinators who organised a range of social and recreational opportunities, supported by a monthly activities timetable and newsletter. People were encouraged to access the community through regular outings, including visits to local clubs, parks and lakes, with transport available to support this. Community entertainers also visited the service to provide enjoyment and social engagement. Care plans detailed people's preferences, and staff told us people were supported to make everyday choices about their routines, clothing and meals. Where people chose not to participate in activities, their decisions were respected.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress.

People had access to call bells to request assistance however response times were not always timely. We observed one person waiting for assistance and spoke with them about their experience of care. They told us waiting times for support could be longer during the evenings and at weekends.

Systems were in place to monitor call bell response times daily, with findings discussed at daily meetings to identify areas for improvement and support timely responses.

Staff knew people well and were able to recognise and respond to their immediate needs. We observed one staff member promptly recognise when a person was experiencing an epileptic seizure. They took appropriate action to ensure the person's immediate safety and remained with them throughout the episode, providing reassurance and monitoring their wellbeing.

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

The provider supported staff wellbeing through access to an Employee Assistance Programme. This offered confidential emotional support, counselling and practical advice, helping staff to maintain their wellbeing. Recruitment processes included obtaining information about applicants’ health to help ensure staff were fit to undertake their roles. Staff received regular supervisions which provided opportunities to discuss workload, wellbeing and professional development. Staff spoke positively about the support they received from leaders and told us they felt valued by the provider. One staff member, who had required urgent time away from work, told us, “Work was very supportive.” The provider recognised staff contributions through initiatives such as an Employee of the Month scheme. The manager promoted an open and supportive culture and told us, “My door is always open, and staff can come to me anytime.” Staff consistently described the new manager as approachable and told us they felt listened to and supported when raising concerns or seeking advice.