What the CQC found at Hill House

Some staff treated people kindly and with care during the inspection.

“During our inspection we saw some staff interacting with kindness and in a caring way with people.” from the report

People said they liked the staff, and relatives described staff as helpful and cheerful.

“The [staff] themselves are really lovely. They are all really helpful. They are always happy and jolly with my [family member].” from the report

Relatives said they felt involved and were told about changes in their family member's wellbeing.

“Relatives told us they felt involved in their family member's care and staff kept them up to date if anything changed.” from the report

People said they liked the food, although inspectors found serious problems with delays and dietary support.

“People told us they liked the food. One relative said their family member particularly liked the fruit salad snack” from the report

Potential safeguarding incidents were not always reported or acted on. Inspectors made 10 referrals during the inspection, and the local authority identified nine further potential incidents that had not been reported.

“During the course of this inspection, we raised 10 safeguarding referrals to the local authority to keep people safe.” from the report

Medicine records and stocks were not reliable, some night staff were not trained to give medicines, and people did not always receive medicines as prescribed.

“The provider had failed to manage medicines safely and robustly assess the risks relating to people's health, safety, and welfare.” from the report

The building and equipment were damaged and difficult to clean. Inspectors also found fire doors propped open and substances that could harm people within reach.

“We found multiple areas of the service were visibly dirty and damaged, making them difficult to clean.” from the report

Some people waited for breakfast and hot drinks for several hours. Staff did not always understand or record dietary needs, and support with eating was inconsistent.

“10 people were up in the lounges at 6.30am. However, they could not have breakfast or a hot drink until staff came on duty at 8am.” from the report

Care plans were inaccurate or contradictory, and staff lacked effective training in areas including safeguarding, moving people safely, medicines and health conditions.

“The provider had failed to ensure staff received effective training and we found poor practice in areas such as safeguarding, moving and handling, and medicines management.” from the report

People were not always involved in decisions and some care was delivered without enough explanation or respect for privacy and independence.

“We saw many missed opportunities for people to be involved in decisions about their care.” from the report