Hillcrest Residential Home

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 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 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider did not consistently promote people’s independence, meaning individuals were not always aware of their rights or supported to have choice and control over their care, treatment, and wellbeing. It was not always clear how people were encouraged to make daily decisions, such as when and how they received personal care or which activities they wished to take part in. One person said, “I just want to go out for a walk to the park or to the pub, but nothing happens.” Care plans lacked clear guidance for staff on how to support and maintain people’s independence. There was a poor lunch time experience for people. People were not offered a choice of meals; this was in contradiction to the dignity audit from June 2025 that advised ‘all staff offer residents a choice of meals. People were also not offered any choice for drinks, for example, staff asked people if they were having a cup of tea, but no choice of an alternative drink was offered. We saw positive interactions between people and staff, for example, one care assistant supported a person to wipe their mouth before leaving the dining room.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.