Hillcrest Residential Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question as good. At this assessment the rating has remained as good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (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 make sure people were at the centre of their care and treatment choices, and they did not always work in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People’s social and recreational needs were not always being met. The home did not have a designated activity coordinator, with care staff tasked with facilitating activities as an additional duty. Due to how busy they were providing care and support, care staff had limited time to dedicate to activities. Activity timetables lacked detail, on some days none were scheduled, whilst on others what was advertised was not always inclusive. The provider took photographs of people engaging in activities. However written records, to confirm what had been done and who attended, were limited.

Overall, people’s care plans were detailed, largely explained how they wanted to be cared for, though were not easy to follow. The strengths and needs sections were succinct and clear, however, the risk related sections were lengthy and at times repetitive. Updates when things had changed had not always been completed timely, which meant care plans did not consistently detail people’s current needs and presentation.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.