Hilltop Manor Care Home Limited

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last rating inspection, we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.
 

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 shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities.

The registered manager and provider were very committed to providing responsive, person-centred care. Staff we spoke with shared that commitment. There was a culture of openness, learning and continuous improvement to the service provided. Everyone we spoke with told us about the positive atmosphere and culture at the home.

A health care professional told us, “The home has a welcoming atmosphere, and staff are knowledgeable, attentive, and responsive. They are proactive in raising concerns, discussing care plans, and working collaboratively with external services.”

One person who lived at the home said, “The [provider] is so easy to talk to. Its good here because of her standards; it’s so lovely. It comes from her.”
 

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

At the time of the inspection there were 2 managers registered with the CQC. One was also the provider, the other had recently registered with the CQC.

Everyone we spoke with spoke very highly of the registered manager, the provider and the way the service was organised and run.

The provider was said to be ‘brilliant’, knew the residents, and their needs, was always approachable and was tireless in ensuring the best care for her residents. People were positive about the new registered manager, and the changes and impact he had made. A relative said of the registered manager, “I know they are in safe hands” and of the provider “ I feel like we are all under her wing.”
 

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

Staff said, “[Provider] is fair. She is always available to listen if I have any problems or concerns” and “You can always talk to [provider] or [registered manager]. They listen and do what they can to sort things out. We are kept up to date with anything after that.”
 

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The registered manager and provider had good oversight and knowledge of the service. There was a range of quality monitoring and auditing in place. This included regular meetings and oversight throughout the management of the home and provider organisation. The registered manager and provider were open and honest and showed a genuine commitment to continuous improvement.
 

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement.

Health care professionals told us the managers and staff maintained good communication with them. A health care professional said, “The team maintains excellent communication with visiting professionals, which greatly supports joined-up, effective care for residents.
 

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

Following discussion with relatives, a support group was being setup. This was to provide a time and space for the relatives of those living with dementia to come together, share experiences and information. A staff member said, “The families are fantastic. They are really involved.”