Hilltop Manor Care Home Limited

On this page

• Overview
• Learning culture
• Safe systems, pathways and transitions
• Safeguarding
• Involving people to manage risks
• Safe environments
• Safe and effective staffing
• Infection prevention and control
• Medicines optimisation

Safe – this means we looked for evidence that people were protected from abuse and avoidable harm. At our last rating inspection, we rated this key question requires improvement.

At this assessment the rating has changed to good. This meant people were safe and protected from avoidable harm.
 

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 had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events.

There was a positive approach to continuous learning and improvement. Managers reviewed accidents and incidents for themes or patterns to enable them to look for lessons that could be learned or improvements that could be made. Lessons learnt were embedded in good practice.
 

The provider worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.

Timely referrals to health and social care partners and agencies were made. Records included an overview of people’s health needs and preferences should they need treatment outside of the care home.
 

The provider worked with people and healthcare partners to understand what being safe meant to them and the best way to achieve that. Staff concentrated on improving people’s lives while protecting their right to live in safety, free from bullying, harassment, abuse, discrimination, avoidable harm and neglect. The provider shared concerns quickly and appropriately.

Staff had received training in safeguarding people from abuse. Staff knew how to raise any concerns. A staff member said, “I think our residents are safe and well cared for.”

Everyone told us they felt people were very safe living at the home. People said, “I have no problems. I feel safe with them” and “It’s a lovely atmosphere, [person] is safe and happy.”
 

The provider worked with people to understand and manage risks by thinking holistically. Staff provided care to meet people’s needs that was safe, supportive and enabled people to do the things that mattered to them.

Risks were well managed and people were involved in all decisions about risk. Staff understood how to support people in a way that ensured risks were managed, whilst promoting and respecting people’s choices and individuality. Records included detailed information about risk to people; including why they might become upset or unsettled and how staff should support them. One relative said, “They know [person] gets anxious and are generally able to calm [person]. They recognise the signs and always seem to make time to help.”
 

The provider detected and controlled potential risks in the care environment. They made sure equipment, facilities and technology supported the delivery of safe care.

The building, equipment and furnishings were well-maintained. Some people told us they thought the home needed some updating. The provider was working through a plan of modernisation and redecorating. During our inspection we noted some action was needed regarding replacement of some window restrictors, a banister and some hot water pipes needed covering. The provider took immediate action to make the changes needed.
 

The provider made sure there were enough qualified, skilled and experienced staff, who received effective support, supervision and development. They worked together well to provide safe care that met people’s individual needs.

Staff received effective training, support, supervision and development. All required recruitment checks were in place prior to staff starting to work at the home. There was a system in place to ensure there were sufficiently skilled and experienced staff deployed. People were supported by a consistent staff team, who knew them very well. Staff we spoke with, told us there were always enough staff to provide people with the care and support they needed.

People said, “The staffing is very stable. We see the same faces”, “The staff have been quite stable in the time [person] has been here, and I’m amazed at what they do. The staff are almost all local, we see them in town, in the supermarket and we chat about ordinary things” and “I’ve never seen anyone flustered or rushing around.”
 

The provider assessed and managed the risk of infection. They detected and controlled the risk of it spreading and shared concerns with appropriate agencies promptly.

The home and equipment were very clean and risks associated with infections were assessed and well managed. People told us the home was always clean and staff wore personal protective equipment (PPE) appropriately. They said, “All staff wear aprons and masks if they’re providing intimate care, or if they know a resident is susceptible to infection” and “I have never been and seen anything that is not sparkling. It is always immaculate.”
 

The provider made sure that medicines and treatments were safe and met people’s needs, capacities and preferences. Staff involved people in planning, including when changes happened. Medicines were well managed and administered safely. Regular medication reviews were undertaken with health care professionals.