Hilltop Manor Care Home Limited

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.

At our last rating inspection, we rated this key question good. At this assessment the rating has changed to outstanding: This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

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. We observed lots of relaxed interactions and staff appeared to have a genuine interest in the people they were supporting.

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’, and always made time to talk to people and any visitors.’ One person said of the atmosphere in Hilltop Manor; “Kindness is just there, people relate to each other, you can almost feel it.”

People said, “Everyone is just so caring and lovely. Nothing is too much trouble for them. They want to make you comfortable. They can’t do enough to help” and “Everybody is so nice. They sit and talk to you. They are so friendly.” Relatives told us, “From the very start, it was as if it had been meant to be (living at the home). Staff were, and are, caring and thoughtful. They treat [person] with respect, and with humour” and “They’ve got hearts of gold.” Another said, “I don’t know how they [staff] do it, but they always seem to be able to find time to talk to people, or even just to give their hand a quick squeeze.”

Relatives told us they were always made to feel very welcome, fully included and felt valued by managers and staff. One said, “I think they are exceptional people. Whenever I am there, they recognise me, and I am free to go straight to [person], offered a cup of tea and made to feel welcome. [Person] is treated with dignity, which I like. They are incredible people.”

Visiting health care professionals told us they always observed care that was attentive and responsive to people’s individual needs. One said, “I consistently observe a high standard of care and a strong, person-centred approach throughout the home. There is also a real emphasis on resident engagement and quality of life. A variety of activities and entertainment are offered regularly, and residents are encouraged to take part in ways that suit their interests and abilities.”

Staff said, “I would be very happy for one of my family members to live here as the care is really good. People are happy and seem to enjoy living there” and “The atmosphere is nice here. We make a difference to people.”
 

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Managers and staff knew people as individuals and were committed to ensuring people were treated as individuals. People and relatives were enthusiastic and particularly eager to share stories with us about how much of a positive difference the care at Hilltop Manor had meant to them and their family members. One relative described how managers and staff had supported their family member through a particularly difficult time with mental ill health. This had involved the provider working very closely with health care professionals. The relative described how through the provision of exceptional care at Hilltop Manor, this person had since thrived and how significantly their quality of life had improved. The relative told us, “I will never be able to thank them [the provider] enough.”

We were consistently told, and given examples of, how staff ‘went the extra mile .People’s individual skills and experience were valued. People gave us examples of when managers and staff had gone that extra mile for people; finding specific food or activities that would help the person feel valued or engaged. One person was a skilled artist. They had started artwork sessions for others. They told us staff encouraged and supported them. One told us how staff had found that a person used to play a musical instrument; they had successfully encouraged the person to play again, which they hadn’t done for many years. Another person really enjoyed helping staff with folding laundry. A person said, “I have never been so happy in my life.”

Relatives said, “Staff are never anything but kindly, respectful. They all know [person] and how they like things done. They are just so natural with [person]” and “They know [person] well, and our family. It’s a bit like an extended family.”

A health care professional told us, “I have always been very impressed with the high level of care provided by the staff. The staff are knowledgeable about the residents and both registered managers and all the senior carers have in depth understanding of individual needs and wishes.”
 

The provider was exceptional at promoting people’s individuality and independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People’s choices and independence were encouraged and promoted. Their personal, cultural, social and religious needs were understood and respected. There was a range of activities on offer; both within the home and in the wider community. People said, “It seems that there’s always something on and [person] joins in, especially quizzes, dancing and singing; they have a crooner who comes in”.

People’s aspirations were identified and respected. We saw staff had recently discussed with people their ’wish list’. This was activities, things or places people really wanted. One person had previously been a keen horse rider, they weren’t able to do this now because of their physical condition, but wanted to be around horses. Staff were in the process of arranging this via a riding school; including riding with a horse and buggy.

Arrangements had been made with a community transport group for access to a minibus. This meant people could go out on regular trips. Time had been spent with people identifying trips and visits they wanted to make. One group had recently visited a local shopping area and restaurant. Feedback about the trip from one person was very positive, and they told us they had enjoyed getting ‘dressed up’ and it had made them feel ‘great’.

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. One said, “I feel like I have joined another family. It is held in such high regard within the local community. As a family we have been welcomed with open arms” and “If the whole family turnup up, we usually go into one of the smaller lounges, or sit in the conservatory. It never seems to be any bother for them.”

Staff also promoted contact with the local community. There were regular visits from local schools and a nursery. People enjoyed these visits and looked forward to them.
People were supported with their religious beliefs. One person said, “[Person] has always had a very strong faith. [Person] can’t get to Church now but there is a visiting minister and [person] is happy with that.”

A staff member said, “We support residents to follow their religious preferences. Residents are encouraged to follow their religion if they wish, and we support families when residents are approaching the end of their life if they wish to spend time with a minister.”
 

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.

We observed staff supported people in a very timely manner. People told us call bells were always answered promptly, and staff would always take the time to check they were okay and offer assistance. Staff told us they always had time to respond to people. One said, “We have time in the evening to sit with people and talk to them. If they are agitated or unsettled, we can spend time with them, give them a cup of tea in their room or the lounge, to help them settle down.”

People said, “I’ve never seen any hesitation or awkwardness. Staff simply get on with whatever is needed” and “Well, it’s simply there whenever it’s needed. I’ve never seen anyone left if they need support, or force support when it’s not needed.”
 

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

The provider and registered manager spoke very positively about the staff team. There were systems in place to identify if staff had any specific health or wellbeing needs. Staff felt supported and spoke of being a good team.

Staff said, “Hilltop is a really nice and friendly team”, “Management are good. They always support us and the residents” and “We are a community. Everyone just does what’s needed. Everything runs so smoothly.”

One person said, “Staff are amazing; warm, happy and involved.”