Hilltop Manor Care Home Limited

Updated 19 March 2025

Date of Assessment: 15 to 24 of April 2025. The service is a residential home providing support and accommodation to adults of all ages. The inspection was conducted because of the length of time since our last ratings inspection. At the time of the inspection there were 2 managers registered with CQC. One was also the provider, the other had recently registered with CQC.

Managers and staff were aware of their safeguarding responsibilities. They understood how to support people in a way that ensured risks were managed, whilst promoting and respecting people’s choices and individuality. The home was very clean and there was a good system in place to ensure checks and maintenance of the building and equipment were undertaken. There were safe systems for staff recruitment, and staff received effective training, support and supervision. Medicines were well managed and administered safely.

Staff told us they enjoyed working at the home, they said there was a very good culture and supportive teamwork. Managers and staff worked very closely with health care professionals to ensure people’s health needs were identified and met. Feedback we received from health care professionals was very positive.

Managers and staff knew people well and placed great importance on ensuring people were treated as individuals. We observed care and support that was very attentive, caring and responsive. The atmosphere was warm and friendly and staff treated people with respect. Staff were not task focussed, they showed genuine warmth for people and took time to speak with people. People’s choices and independence were encouraged and promoted. Their personal, cultural, social and religious needs were understood and respected. People’s skills and experience were valued. Staff felt supported and spoke of being a good team.

Records were very person centred and reflected what was important to and for the person. Care and support were reviewed regularly, with people and their relatives. Systems in place ensured people were listened to and any issues dealt with promptly.

The registered manager and provider knew people very well. They were very committed to providing responsive, person-centred care. Staff we spoke with shared that commitment. There were good systems in place for the oversight and governance of the service. The registered manager and provider were open and honest and showed a genuine commitment to continuous learning and improvement.

Updated 19 March 2025

Everyone we spoke with was positive about the managers, staff and how the home was run and organised. A relative said, “I am very pleased with the home and the difference they have made in [person’s] life. It is so homely. It does not feel like a care home. I would go there myself if I needed the support. I have recommended the home to a few other people.”

Everyone told us they felt people were very safe living at the home. One person said, “All the staff are very good, they really care about what they’re doing, they are never unkind. It’s such a safe place.” People told us staff knew people very well and there were always enough staff to provide the care and support needed. One person said, “There’s always at least one person in sight in the lounge, and others nearby. At lunch time, anyone who needs help gets it.” Another said, “Whenever [support] is needed; it seems they are always there. In my experience, the staff will drop what they are doing and come to help.”

People told us the food was very good and people enjoyed the food. Relatives gave us examples of how people’s health conditions had been improved since living at Hilltop Manor. One relative said, “[Person] looks healthier, and is more ‘with it’ since they moved in.”

People told us staff were friendly, kind, compassionate, thoughtful and that nothing was too much trouble for them. They told us the staff at Hilltop Manor were ‘fantastic’. People said, “I can’t speak highly enough of the staff. It’s not just a job to them. They understand [person], and take time to chat.” There was a range of activities within the home and in the wider community. Families told us of the positive impact the care and support had. One said, “[Person] took a bit of time to settle. But now [person] is into everything; laughs, jokes, is much happier, eating better. [Person] has blossomed.

People told us they had no complaints, but were able to raise any concerns they had and knew they would be listened to. One person said, “They’re always there, the manager’s door is always open.” People were asked about their end of life wishes. Relatives we spoke with told us managers and staff provided caring, kind, supportive and respectful end of life care.

Relatives told us there was a culture of community, and a homely atmosphere. They told us about feeling part of a community; not just visiting a care home. They said, “They [staff and managers] know [person] so well. They value and respect [person]. I am able to visit whenever I wish. They are very flexible” and “They are amazing people.”