All inspections: Hillcrest Care Home - Care Quality Commission

Due to people's level of dementia the majority of people were unable to give us their views on the care provided. However people that were able to give their views told us that they were happy with the support they received from staff. Comments included, 'the staff are very nice and the food is lovely, I always seem to be eating or drinking, we get a lot of drinks here.' And, 'It is very nice here, I can't fault the food, it's very good and there's plenty of it.'

We saw that staff were responsive to people's needs and wishes and the care records seen also demonstrated this.

We found the home was well led by the registered manager and comments from people also confirmed this. A visiting doctor told us, that they were 'very impressed' with the standards maintained and the level of support provided by the staff team. They also said that the registered manager was 'very efficient and always provides accurate information regarding people's health.'

One visitor told us, 'the manager is very good; she is always available and very approachable.' Another visitor said, 'the staff are very helpful here and the manager is very good...'

We checked the medication practices and found that these were well managed and that people received their medication as prescribed and in a safe way.

Processes were in place to ensure the services and care provided were monitored and improved upon where needed.

Since our visit in June 2012, the provider has sent us a report regarding the actions taken to address the staffing levels in place at the service. The provider has confirmed that the staffing levels at Hillcrest are currently under review at senior management level and this matter will be addressed within the next 6 months. The provider has given a timescale date of March 2013. The provider has confirmed that in the interim, additional, appropriately trained staff were provided at key times throughout the day to enhance staff cover to ensure people's social wellbeing was met.

People confirmed that staff treated them respectfully and ensured their dignity and privacy was maintained. Comments included, 'the staff are very nice and always polite to me.' And 'staff are very kind and considerate.'

People using the service said they were happy with the support they received from the staff team. One person told us, 'the staff here are lovely, I like all of them.' Another person said, 'Its excellent here, the staff are so helpful and friendly.'

We spoke with four visitors who told us they were very happy with the care provided to their relatives. One visitor said, 'It's fantastic here, the staff are very helpful and are always very positive and cheerful, it's a lovely atmosphere.' Another visitor said, 'X always looks clean and well presented and I get a nice welcome from staff and they always have time for a chat with me.'

Visitors told us that the staff contacted them if there were any issues or concerns with their relative's health. One person said, 'If there's anything wrong they phone us straight away.' Another person said, 'they liaise well with me if there are any medication changes or health problems.'

These older reports are from our old approaches to inspection, including those from before CQC was created.

Archived: Hillcrest Care Home

All Inspections

1 October 2013

During a routine inspection

During a check to make sure that the improvements required had been made

22 June 2012

During a routine inspection

Reports under our old system of regulation