13, 14 February 2013
During an inspection in response to concerns
We used different methods to understand the experiences of the individuals who used the service. This was because they were unable to tell us about themselves. We visited four people supported by Hillcrest, and observed the support they received. We spoke with three relatives, two health or social care professionals, five care workers and the manager.
We noted care workers communicated politely and respectfully with the people.
Care plans were person centred and regularly reviewed. A care worker told us 'we are very proud of what we do'. A relative we spoke with said 'the carers are excellent'.
People were protected from the risks of inadequate nutrition and dehydration.
Hillcrest had a range of relevant policies and procedures which included safeguarding vulnerable adults and whistle-blowing. Staff had completed relevant training to ensure they understood how to support individuals.
People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.
Appropriate checks were undertaken before staff began work, and staff were supported to deliver care safely.
People's personal records were accurate and fit for purpose.