Hilltop Manor Care Home Limited

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 rating inspection, we rated this key question good. At this assessment the rating has remained 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 decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Care records were person centred. They identified what was important to and for the person. People and their relatives told us they were always asked their opinions about the service and any improvements that could be made.
 

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.

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

People’s communication needs were identified and respected. Information was available in a variety of formats.
 

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.

There was a system in place for responding to any concerns or complaints. Everyone we spoke with said they had no concerns, and that any issues were always sorted out immediately. One said, “It’s never happened (never had concerns). If anything, the staff have taken our concerns away. We can ring at any time if we have any concerns at all.”

People told us communication with managers and staff was very good. They said, “Communication is first rate” and “There’s a regular newsletter emailed, programme updates on the notice board. And of course, talking to people.”
 

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

Managers and staff understood the importance of ensuring people had access to suitable equipment and prompt referrals for additional support or assessments were made when people’s needs changed.
 

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.

Staff completed training in equality and diversity to understand and reduce inequalities or prejudices that affected outcomes for people. The registered managers ensured people’s social and healthcare needs were fully considered and met.

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 were asked their wishes for end-of-life care. These were added to peoples care records if people wanted. Relatives we spoke with told us managers and staff provided caring, kind, supportive and respectful end of life care.

One relative told us the staff, particularly the provider, had given exemplary support to their family, and made sure that a member of staff sat with the person whenever family had to take a break. Another said, “I can’t praise them highly enough; kind, compassionate, supportive. It’s been like that all along really, but they seem to me to be going way over and beyond what we had any right to expect. We’re so grateful.”