Hylands House Care Home

Updated 12 September 2025

This assessment was carried out between 4 to 13 November 2025. Hylands House is a care home providing personal care and accommodation for up to 21 adults living with dementia and/or physical disabilities and sensory loss. At the time of our assessment, 18 people were living at the home.

During this inspection we spoke with people who lived at the service, their relatives, staff, the registered manager and the provider’s operations manager. We sought feedback from other healthcare professionals, and we looked at care plans, medication records, recruitment files and quality assurance records.

Hylands House provided a calm and relaxed atmosphere. There was an experienced and consistent team. Staff and the management team knew people well and treated them with care, kindness and respect. Care plans supported the safe delivery of person led care. Accidents and incidents were monitored and reviewed to mitigate further risks.

Safeguarding concerns were reported in line with requirements and staff were aware of their responsibilities in keeping people safe. The service worked well with other healthcare professionals, who told us the service was responsive to people’s healthcare needs. One healthcare professional told us, “There is a good standard of care as a direct result of positive working relationships.”

We received positive feedback from staff. Staff felt there was adequate staffing, and they received the training and support they needed to provide good care. Staff felt supported by the registered manager and the provider’s operations manager.

Audit systems were in place to review the care people received. We identified areas that needed improvement around oversight of window restrictors, medicines, storage of records and governance processes. We raised these concerns with the registered manager throughout our inspection and responsive action was taken to improve practices.

We found the provider could further develop the provision for social stimulation and engagement within the service. This applied to people in their rooms and in communal areas of the home. We found not all information available to people was in accessible formats.

Updated 12 September 2025

People were positive about the quality of their care. They felt safe and told us staff were kind and patient. People were given choices about decisions such as where they spent their time, what they ate and drank and when they received their care.

People ‘s independence and choice were promoted by staff and care was provided in a timely way, so people did not have to wait. People spoke positively about the food and the cleanliness of the service and told us they were satisfied with the activities provided.

People’s relatives felt welcomed into the home and spoke positively about the registered manager and the wider team. All the feedback we received described staff as caring and committed. Relatives told us they were regularly updated about their family members care and felt communication was good. One relative said, “If there are any concerns or changes [registered manager] would let us know straight away. We trust them all though, they know what they are doing and do it well.”

People’s health was monitored and where needed, healthcare professionals were involved to manage and improve this.