Hillcroft Nursing Home Morecambe

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 assessment of this key question, we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (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 their families told us that they were treated with kindness, dignity and respect and we observed staff interactions with people to support this. People told us staff were always polite and very respectful, and that they felt listened to. The culture in the home was seen to be genuinely caring. One person told us, “The staff are very caring.” A relative said, “They (staff) are all very caring and people are treated as individuals.”

We observed warm, friendly and respectful interactions between staff and people who used the service and it was evident staff knew people well.

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.

Staff treated people as individuals and were considerate of people’s protected characteristics and supported their personal, cultural, social and any religious needs. Ministers from the local community visited regularly and people could choose to be involved. We found care plans were individual to each person and contained information that was important to their needs and to themselves as individuals. Individual choices and preferences were seen in the care plans. People could personalise their rooms and were able to have personal items and furniture.

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

People were supported to make choices in their daily lives. They were supported to be independent and to maintain relationships with family and friends. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way.

People were supported to follow their interests and take part in activities that were relevant to them including a variety of social activities. The service actively promoted visitors to the home and they were also asked to take part in all the activities.

People told us their independence was actively promoted and supported by the staff in a safe manner. One person told us, “I don’t want to lose my independence because I like to do things myself. They (staff) have found a good balance of safe and independence.” A relative told us, “The staff try very hard to get [Relative] to do more things for themselves.”

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.

Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were able to respond to peoples changing needs quickly.

Staff used an electronic call bell system to ensure assistance could be provided to people effectively and appropriately. Where people could not use their call bell to request assistance, staff made regular checks on people instead to ensure their safety and wellbeing.

The provider always cared about and promoted the wellbeing of their staff, and was exceptional at supporting and enabling staff to always deliver good person-centred care.

Staff Wellbeing was a strategic priority, with programmes in place to promote and support it such as the Employee Assistance Programme which offers confidential support to employees and their household and staff wellbeing services. These programmes supported staff holistically providing a service culture that valued mental and emotional wellbeing, social and professional development and work-life balance.

One member of staff told us how they had been fully supported to develop their career and because of that support had secured a place to complete their registered nurse training and been guaranteed employment once it was completed. Another staff member told us when they had a personal crisis which may have impacted on their ability to work they accessed the providers Employee Assistance Programme which helped them to resolve their crisis.

Feedback from staff showed there were high levels of job satisfaction across the workforce. Staff told us they were proud of the service as a place to work and spoke highly of its culture of inclusion and belonging. Staff were given support to protect their own wellbeing, and to deliver excellent care that led to positive experiences and good outcomes for people.

Staff told us they felt valued as individuals and very supported. Staff we spoke with had worked at the service between 10 -20 years. They also told us how the provider and management team recognised and celebrated their long service. They all told us, “It’s a great place to work.”