Hill View

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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their 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 always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and relatives spoke highly of the care provided. One person said, “It is very nice and friendly here. The staff are really kind people.” One relative told us, “The staff are so helpful and friendly towards [name] - they genuinely enjoy the attention, and staff always go the extra yard to ensure [name] is comfortable.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People were positive about the way staff treated them. One person said, “Staff help me when I need it but leave me to do what I can. I can get dressed by myself.”

There was an activity plan in place and people were able to choose which ones they wanted to join in with. One person said, “I have a go at some of the activities, and I do like to watch the TV. They seem to do quite a lot for us, so I haven’t got bored yet.”

Care planning documentation captured detailed information about people's life stories, interests, and preferences, which helped staff to deliver personalised care. Staff we spoke with were knowledgeable about the people they worked with.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Care records included how people should be encouraged to remain as independent as possible, and people were free to spend time[SA1] doing things they liked.

One person said, “I please myself when I get up and go to bed and where I sit in the day. You don’t have people telling you what to do which is good. I choose what I wear and how I live. Staff take notice of what you say.” People also told us that they can have visitors anytime. One told us, “It is like an open house really. Visitors can come when they want. I have some relatives that come in which is lovely.”

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.

People were supported by staff who knew them well, this enabled them to respond to people’s needs quickly. Staff were seen and heard to be kind and empathetic to people. One person said, “When I have rung the bell staff have come to me within 2 or 3 minutes. I have got the alarm here next to me.” A relative told us, “Staff appear really quickly if they do need help. They have always seemed to have enough staff when I have been here.”

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

Members of staff were well supported by the management team. They had regular supervision, team meetings and training. One member of staff told us” I feel very well supported by the managers and my team.” The registered manager had introduced ‘a staff member of the month’. This is where other staff members, residents and families voted each month for a member of staff that went above and beyond to support and care for people who lived at the service.