Hyllden Heights Care Home

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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. A person told us, “Staff are very kind and caring.” A relative, mentioned, “We do love it here. My loved one is happy here. I feel comfortable leaving them here. They are always well dressed, and clean. Everyone calls them by their name and try and get the best out of them. Staff are very kind and give a hug if you need one.”

We observed positive interactions between staff and people. Staff knocked on people’s door before entering and maintained people’s dignity and privacy when completing personal care tasks.

Staff had completed training in dignity and privacy. Staff gave us examples of how they promoted people’s dignity. A staff member commented, “We treat every person in a dignified way by protecting their privacy when it comes to personal care. When taking residents to the toilets we would stand outside the door and wait for them to call for us to be able to take them back into their rooms.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. People’s care plans detailed their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Memory boxes were placed outside the rooms of those who requested them, displaying cherished memories and key elements of their personal history. Staff noted that these visual stories offered valuable insight into each individual's background, helping them better understand their life experiences and their behaviours. A staff member told us, “I find it interesting as it helps me understand what people did before they came here. Also, what things they are interested in.”

Staff showed they knew people well and how they liked things done. We saw staff take a person out for a walk in the garden. They told us the person liked to go out in the garden around that time.

The home held weekly religious service for people who liked to attend. One person was supported to attend a place of worship on Sundays. The home had a quiet room where people could spend time and observe their religious practices.

People were supported to maintain relationships which mattered to them. Family and friends were welcomed, and staff gave people the privacy and space they needed to be with and enjoy time with their loved ones. When individuals indicated a preference for receiving personal care from someone of the same gender, their wishes were honoured and respected.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and well-being.

Care plans detailed people’s strengths and the tasks they could manage independently, as well as the areas where they required support. A person told us, “I am given choice of when I get up and go to bed, they help me but I can wash myself now. They are gentle with me.” Another commented, “I’m always given 2 choices. I decide what I want.”

We observed staff encouraging and enabling people to be themselves and do the things they could for themselves. Staff supported people to move freely in the home and use facilities independently. People had control over how they spent their time and day and what they chose to do. For example, we noticed after lunchtime that some people chose to go straight to their rooms, others to the lounge, while some stayed in the dining area chatting with others. Staff respected people’s choices.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. A person told us, “I suggested that I had a wrist pendant, that makes me feel good knowing I have got that and a staff will come when I need them. I wear it in bed and it helps me feel safe.” Another person told us, “The staff come quickly when I call the buzzer.” We observed staff proactively anticipating and promptly responding to individuals’ needs. They regularly checked on those who remained in their rooms, ensuring their comfort and wellbeing. A staff member engaged a person in conversation, offering reassurance during a moment of distress, while another helped someone settle comfortably into their seat.

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

A staff member mentioned, “I get rest days and get regular supervision with my unit manager but I can speak to any of the managers including the home manager. Their door is always open for staff to come in and chat. I like working here.”

The provider had various schemes to promote staff well-being and improve their morale at work. This included employee of the month and daily shout out to staff nominated by their colleagues and managers for being outstanding. The provider offered staff opportunities for growth and development by offering training and development. Staff were regularly reminded and encouraged to take their breaks, which we observed being taken in the designated staff room equipped with suitable facilities.