Hyllden Heights Care 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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made sure people were at the centre of their care and treatment choices and they worked in partnership with people, to decide how to respond to any relevant changes in people’s needs.

People and their relatives told us they were involved in planning their care and they were informed about any changes. People’s care plans detailed their needs and how these

would be met. Care plans provided information for staff on how to meet people’s individual needs including support people needed to maintain their physical health and well-being, personal hygiene, oral and dental care, and support with activities of daily living.

Daily care notes showed staff had provided care to people in accordance with their care plan. Staff had completed training in dementia and person-centred care. They told us they understood people’s routines and needs and supported them appropriately to meet their needs.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

People were engaged in activities to occupy them. A person told us, “Staff are very good, they do lovely flower arranging with us and I enjoy it. We do exercise sessions too but it is not for me, so I don’t join. There are lots of outings too since they acquired a minibus.” Another person stated, “They take very good care of us here, stimulating our brains and doing interesting things – I made a rock face yesterday.” A relative mentioned, “We are very pleased with the care. The activity team is very good and they do lots of music and interactions with the residents and they enjoy it.”

Activities were planned based on people’s interests and capabilities. We observed activities in small groups throughout the day. People who spent time in their rooms were also engaged in one-on-one activities. People were supported to use the outdoor garden.

Staff followed people’s routines and supported them in accordance with their choices and wishes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

People’s communication needs were identified through care planning. This included people’s needs with regards to their hearing, sight and speech and how they preferred information presented and shared with them. Information about the service was shared with people when they started using the service. A relative told us, “We have a copy of the minutes of last relatives and resident meeting.”

The registered manager told us that if people required information in different language, they could make them available in these formats including braille, large prints, and audio.

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.

The provider had a complaint policy and procedure which people and their relatives knew about. A person told us, “I will speak to staff about my concerns.” A relative mentioned, “Yes, I know how to complain if I need to. We have regular meetings, and we had one this week. It is very useful if you have got a complaint. There are no real complaints just simple things which they sort out quickly.”

We saw records of complaints made about the service. The registered manager had addressed them following the provider’s procedure. Each complaint had been investigated and responded to and lessons shared with staff for improvement. Staff knew to support people to raise their concerns and complaints if they needed support to do so.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People’s needs were thoughtfully planned for, with necessary aids and equipment provided to support their wellbeing. The home was purposefully designed and fitted with adaptations, such as lifts, specialist bathrooms, and accessible toilets to accommodate a range of needs. Emergency call bells were available in people’s rooms to enable them to request assistance when required. Clear and effective signage throughout the home supported navigation and contributed to a more dementia-friendly environment.

The provider operated an emergency out-of-hours support system for staff if they needed support of a manager outside office hours

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.

Care plans included details about individuals’ social background, religious beliefs, cultural identity, gender, sexuality, and any disabilities, ensuring support was tailored to each person’s unique needs.

The service actively sought feedback from people and their families through regular meetings and reviews, encouraging open communication and the sharing of concerns.

Staff reported that they listened attentively to feedback and passed it on to the registered manager. The manager confirmed they were available throughout the day and welcomed anyone to approach them freely to discuss any matter.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

People had advanced care plans in place which stated their end of life wishes and their Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) status. Staff had completed training in end-of-life care. The registered manager told us they worked closely with people, their relatives and professionals to ensure people’s needs were met. The lives of people who had passed at the home were celebrated. We read compliments received from relatives of people who had passed. One read, “To all the staff at Hyllden Heights, just to say a big thank you for caring for my [relative], for showing them dignity and respect and being so kind to them and our family." Another read, “There are not enough words in the universe to express my sincere gratitude to you all for your love, care and attention that you gave my [relative] during their last few months. They always seemed very happy, calm, relaxed and at ease with life during their time with you. Also, the care that you showed our family will never be forgotten."