Hill View Manor

Updated 10 September 2021

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by one inspector and an Expert by Experience who spoke to people who use the service and their families over the phone. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

This service provides care [and support] to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 24 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 12 August 2021 and ended on 16 August 2021. We visited the extra care housing location on both days.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and other professionals and agencies who work with the service.

The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

During the inspection

We spoke with seven people who used the service and five relatives about their experience of the care provided. We spoke with six members of staff including the registered manager, senior care worker, care workers and the estates manager.

We reviewed a range of records. This included four people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies, procedures and training records.

After the inspection

We looked at quality assurance records and provider’s policy and procedures, risk assessments and action plans.

Updated 10 September 2021

About the service

Hill View Manor is a domiciliary care agency providing support for adults aged 55 and over. Support is provided to people within an extra care housing scheme. There are 40 flats over three floors at the serviced by a lift. The housing scheme has accessible communal areas, including a garden, accessible bathroom, laundry facilities and a hairdressing salon. A guest flat was available for visitors to stay at the service. The housing provider arranged for lunches to be served in the communal dining room as part of the accommodation cost. Hill View Manor housing scheme was run by Anchor, a housing provider. The estate manager was based on-site.

Not everyone using Hill View Manor receives a regulated activity. CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating Where they do, we also take into account any wider social care provided. At the time of inspection there were 24 people receiving a regulated activity. The service provides planned care visits and an emergency responder service to all those living in the housing scheme.

The service is registered to provide support for people with dementia, learning disabilities or autistic spectrum disorder, mental health needs, older people, people with a physical disability and those with sensory impairment. At the time of inspection, most people receiving a service were older people.

Where services support people with learning disabilities or autism we expect them to be developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any other citizen. There were no people with a learning disability or autism using the service when we inspected. Therefore, we were unable to assess and monitor if the service was following this guidance.

People’s experience of using this service and what we found

Medicines were administered safely but records were not always accurately completed. We have made a recommendation around the completion of medicines records.

Staff had a good understanding of safeguarding and people trusted staff to keep them safe and they felt safe. There was enough suitably qualified staff to meet people’s needs.

The provider had assessed, and reviewed people’s needs regularly. These were person centred with a focus on the individual being as independent as possible. Staff supported people to access the services and equipment they needed and followed professional’s advice to ensure the best outcomes for people.

People and their relatives told us the staff were kind and caring and we observed positive interactions and person-centred care. People were listened to and their decisions and choices respected.

One person told us, “It was the best thing we ever did when we moved in here.”

People’s care was personalised, and their preferences met. They felt comfortable to raise concerns to staff and the registered manager and had confidence any issues would be resolved.

Quality assurance processes and audits were in place to monitor and improve the service. Staff felt supported and there was clear leadership and a positive culture within the service. Where shortfalls were identified there was an action plan in place to address these.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Rating at last inspection

The last rating for this service was good (published 6 February 2019).

Why we inspected

We undertook this inspection as part of a random selection of services rated good and outstanding to test the reliability of our new monitoring approach.

We looked at infection prevention and control measures under the safe key question. We look at this in all supported living and extra care housing inspections, even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.