Archived: Hillview Care Home

This inspection took place on 26 January 2017 and was unannounced. When we last inspected the service on 07 and 09 October 2015 they were not meeting the required standards in all of the areas we looked at. We found breaches of the regulations in ensuring governance systems were not effectively operated to monitor the quality of the service provided. We also told the provider they needed to make improvements to ensure people received safe care and treatment that met their needs. The provider submitted to us an action plan that detailed how they would make the necessary improvements.

At this inspection we found that improvements had been made.

The home had a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

People told us they felt safe. They were supported by sufficient numbers of staff and the registered manager continued to successfully recruit and built a permanent staff group within the home. Safe and effective recruitment practices were followed to make sure that staff were of good character. Staff were knowledgeable about the risks of potential abuse and knew how to report any concerns. Risks to people's safety and welfare were responded to and addressed to reduce identified risks. People were supported to take their medicines as prescribed and medicines were managed safely by staff trained to do so.

People were positive about the skills and abilities of the staff. Training had been provided to staff in key areas and staff told us they felt supported by their line manager. Staff told us, they had supervision meetings to review their performance and professional development. People's consent was sought prior to care being provided and where people lacked the capacity to make their own decisions, the requirements of the Mental Capacity Act 2005 were followed. People at risk of weight loss were supported adequately and responded to promptly. People were supported by a range of health and social care professionals with their needs when they required this.

People were cared for in a kind and compassionate way by staff who knew them well. Staff were observed to have developed positive and caring relationships with people who lived at the home. When personal care was provided, this was carried out in a respectful way that promoted people's dignity and took full account of their needs and wishes.

People were able to pursue their individual interests and were provided with sufficient opportunities to take part in meaningful activities. People knew how to raise concerns and complaints were managed well.

People told us the registered manager was approachable, listened to their views and were visible within the home. Staff told us they were provided with structured meetings where they could discuss issues relevant to the running of the home. People’s views and opinions were sought about the care they received. The provider ensured they continually monitored and reviewed the quality of care people received through effectively operated governance systems.

People who lived at the home had positive views of the care they received, one person told us, "There's no place like home, but this is the next best thing." We saw from records that people's support needs were regularly reviewed and monitored and staff were knowledgeable about individual people's care needs.

Each person's nutritional needs had been assessed and monitored regularly. People told us they enjoyed the meals. Comments included, "The food is very good here, I have no complaints and I have put weight on and I feel much healthier than when I was at home."

We saw that medication was managed correctly. Procedures were followed and appropriate records were kept.

There were enough staff to meet people's needs and the home regularly reviewed their staffing levels to ensure people received appropriate care delivered in a timely fashion.

People were supported by staff who were properly trained and supervised. There was a system of supervision and annual appraisal for staff to enable them to develop their knowledge and skills. One member of staff told us, 'I am really happy here, I am definitely supported and if I need help the manager is always available.'

People commented on food provided in a positive way. One person stated, 'Food is really good, I have put a stone on.' Another person added, 'And there is a choice. We can make choices.'

People told us that they and their relatives were involved in their care planning and that they were present at their care plan reviews, confirming that they were able to influence their care. People also told us that staff were knowledgeable, well trained and 'Know how to do their job, but the agency staff are not as good as regular carers.'

People said they felt safe at this home and one person explained, 'I feel much safer here, I am not as afraid that I would fall.' The person's risk assessment and incident record showed that their number of falls had decreased significantly.

We found that staff were up to date with training that was relevant to their roles and that they were supported by a regular supervision process.

We found that the provider had systems in place to monitor the quality of the service that included surveys, staff and 'residents' meetings and regular audits.