All inspections: The Hill House - Care Quality Commission

At this visit we found that action had been taken to improve the service in response to our findings in May 2013. At that visit we found that audits of medication were carried out too infrequently and so could not effectively protect people from the risks associated with medicines. When we visited in January 2014 we found improvements had been made. The frequency of audits had increased and errors were addressed without delay. Staff had received further training which increased their awareness about the use of medicines and the safety arrangements required. This meant that people were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.

At our visit in May 2013 we found that the Care Quality Commission (CQC) had not been informed about some incidents which required notification. At our recent visit in January 2014 we found people could be confident that important events that affect their welfare, health and safety were reported to the Care Quality Commission so that, where needed, action could be taken.

We spoke with one person using the service and one relative during our inspection. They told us the home met their or their family member's care and support needs well. We observed that people were treated with dignity and respect. Staff were patient and supportive with people using the service and sought to involve their family members if this was the person's preference.

Our previous inspection of 17 and 19 October 2012 found that the provider did not have appropriate arrangements in place for the recording and safe administration of medicines, or to ensure members of staff received appropriate training and supervision. When we inspected the service on 21 and 22 May 2013, we found that some improvements had been made in the management of medicines, and staff were supported.

During our inspection we observed that staff were able to respond to people's needs promptly at quieter times during the day, such as between mealtimes. At the busier mealtime periods, we observed that staff were less able to perform tasks and meet people's needs promptly.

Records of incidents and complaints were maintained in the service. However, the provider may find it useful to note that appropriate actions taken to protect people and prevent reoccurrences of incidents were not consistently recorded.

The Care Quality Commission had not been informed about some incidents which required notification.

We spoke with four people using the service and three relatives during our inspection and they made positive comments about the care and support they had received at The Hill House.

Relatives spoke well of the staff, and told us they had opportunities to get involved in decisions relating to the care of their family members.Two relatives gave us examples of changes they asked for in relation to the care of their family members to meet their preferences. They told us their requests were listened to and changes made accordingly.

Our previous inspection of 21 October 2011 found that improvements needed to be made in the review and development of plans of care and the provision of staff training. Our most recent inspection of 17 and 19 October 2012 found that some progress had been made in these areas, but there was still outstanding action required, particularly in ensuring staff are well supported to meet people's needs.

People we spoke with were happy with their care at the home. We were told by some people that nothing was too much trouble and the staff were very kind and caring.

People we spoke with told us that the staff involved them in their care

People told us that they felt respected by staff and that they were able to choose how their care was delivered.

These older reports are from our old approaches to inspection, including those from before CQC was created.

Archived: The Hill House

All Inspections

30 January 2014

During an inspection looking at part of the service

21, 22 May 2013

During a routine inspection

17, 19 October 2012

During an inspection looking at part of the service

21 October 2011

During an inspection in response to concerns

Reports under our old system of regulation