Hillside Care Home

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

People spoke positively of their experiences. The provider had a formal system in place for recording and responding to people’s feedback and there was evidence of communication and feedback to those who had provided feedback. People told us staff ensured they got the practical and emotional support they needed and that any concerns were responded to in a timely manner.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We observed that the atmosphere was relaxed and friendly during our visit and we saw people who had developed friendships socialising with one another. We also saw people enjoying the company of staff. We were also told that people were supported to engage with activities as well as go out shopping when they wanted. For people who missed the company of a pet, a visiting dog was brought in.

People's care needs were clearly documented in the care records and in a personalised way. Staff were familiar with people’s needs and delivered the care they preferred. One member of staff told us, “Hillside Care Home is a very person-centred home and staff support each [person] with their own needs and wishes. Hillside Care Home staff also support [people’s] families too.”

People and their relatives told us that staff were responsive to their needs and delivered person centred care in the way they wanted it. One person said, “I have my bedroom door open because it's my choice. I like to see what is going on during the day and I like that they can see me.” Relatives were equally positive about the person-centred experience their family member received. One relative said, “I am pleased that there are now two designated members of staff to run activities and do one to one [with people].” Another relative told us, “They have a good relationship with my family member taking the time to have a chat while doing their duties. Some staff members actually come in on their day off to run various club activities or take a [person] out for the day. Their kindness is also shown to myself when I visit, offering information on what my family member has been doing and how my family member has been between my visits.”

Staff were positive about the opportunities for people to access and engage in a range of activities. One member of staff said, “The wellbeing coordinators try as much as possible to have 2 major activities for residents each day, one upstairs and the other downstairs. Other residents also receive 1-1 activities from the wellbeing team.” Another member of staff commented, “There are so many interactive activities for all residents and all their needs and abilities. If group activities are available, they are also offered 1-1 for the residents that are unable or don't want to join as a group. During residents meeting new ideas for activities and social interactions are brought up and taken into consideration for planning on our weekly planner.”

Several people living at Hillside Care Home told us of their positive experiences and that their care was delivered in a way that met their assessed needs.

The provider ensured information was made available to people in a way they could understand to ensure they could have maximum involvement in planning and directing their own care and support. This supported people achieve good outcomes.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

There was a strong focus on ensuring people’s individual needs were met through equality of experience. People were supported to continue engaging in activities and hobbies that interested them and their preferences were sought through meetings and conversations with them. The registered manager told us, “As well as the provider surveys, we do interim surveys in house. We go through all the responses and put actions in place from people’s feedback. The last survey identified that people wanted to spend time with me. I discussed with them what I could do and offered them protected time with me. We decided we would run a casino in house. We play black jack and they can win ‘chips’. People can use them to buy things from the in-house shop which has been really popular.”

The registered manager shared how feedback and opinions were sought from people and their relatives. The provider conducted an annual survey to seek people’s feedback and view on their care and support.

People were given the opportunity to make a complaint or raise a concern should they have had one. These were recorded and action taken by the registered manager to address.

The registered manager was aware of human rights principles and had taken action to ensure these were adhered to. This included if people had any needs relating to protected characteristics such as religious preferences.

People’s needs were considered, and their communication needs were assessed and recorded as part of the care planning process. The registered manager was aware of human rights principles and had taken action to ensure these were adhered to. This included if people had any needs relating to protected characteristics such as religious preferences.

People told us that staff were responsive to their needs and preferences and that if they had suggestions or areas for improvement the provider and team looked to address this. One person told us, “Staff listen to me and I am very satisfied with everything, but would like meals to be hotter.” We found the registered manager was already aware of this and was looking to find a solution.

Staff were positive about their role and the part they played in ensuring people received good, person centred care and support. Staff worked to ensure equality in access to care and support. One staff member told us, “We take great pride in offering people a variety of engaging activities. To ensure everyone's enjoyment, we discuss activity plans monthly during residents' meetings. People have the option to participate in group activities as well as one-on-one sessions.” Another staff member said, “Hillside Care Home is a very person centred home where we support each resident with their own needs and wishes.”

People were given opportunities to provide feedback through regular in person meetings. As a result of one meeting where a person raised, they wanted to spend more time with the registered manager, a regular casino session had been set up and run by the registered manager, this had proven popular with people who enjoyed attending.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.