CQC report explained · a nursing home
What the CQC found at Hillcrest
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Inspectors found enough staff, safe recruitment, safe medicine management and systems to assess risks and protect people from abuse. They noted minor shortfalls in recording topical creams and ointments, and that staff in the nursing unit appeared busier.
- Effective?
- Good
- People's care and health needs were met, staff were trained and healthcare professionals worked with the home. Inspectors noted that tea-time choices for people needing soft or pureed food could be limited, and agency nurses' clinical skills were not always recorded.
- Caring?
- Good
- People were treated with kindness, dignity and respect. Staff supported independence and involved people and relatives in care planning.
- Responsive?
- Good
- Care plans gave staff guidance on person-centred care. People had activities, support with relationships and end-of-life care, although some care recording charts had minor shortfalls.
- Well-led?
- Good
- Inspectors found a positive culture, supportive management, regular audits and meetings with people, relatives and staff. Action had been taken since the previous inspection to improve teamwork and morale.
What inspectors found, November 2019
Rated Good; inspectors found kind, safe and responsive care, with some minor recording and staffing issues.
Inspectors visited on 23 October and 8 November 2019 without giving notice. They spoke with people living at the home, relatives, staff and health professionals. They also reviewed care plans, medicine records, staff training and other records.
The home was rated Good overall and Good in all five areas: Safe, Effective, Caring, Responsive and Well-led. People said they were happy and praised staff for being caring. Inspectors found enough staff, safe medicines management, personalised care plans, activities and positive relationships.
There were some areas to improve. Staff in the nursing unit appeared busier, some recording was incomplete, and choices for people needing soft or pureed food were sometimes limited. The home was taking action during the inspection to improve organisation, menus and record checks.
The previous overall rating was Requires Improvement, published in November 2018. Safe and Well-led improved to Good, while the other three areas remained Good. The report also notes that the registered provider had changed since the previous rating.
Kind staff
People and relatives spoke warmly about the staff. Inspectors observed positive and friendly interactions between staff and people.
“People told us they were happy. They said they would recommend the home because of the staff whom they described as, "very caring" and "really, really good.” from the report
Personalised care
Care plans guided staff on how to meet individual needs. Memory albums were used to help staff engage people and stimulate memories.
“Care plans guided staff on how to deliver person-centred care.” from the report
Activities and social support
The home had an activities coordinator and a programme including entertainers, quizzes, arts and crafts, baking and trips.
“Entertainers visited, quizzes were held, and arts and craft sessions were organised.” from the report
Positive leadership
Staff described a positive culture and said they felt supported. Audits and checks were used to monitor quality and safety.
“At this inspection, we found action had been taken and staff told us there was a positive culture at the home.” from the report
Supporting independence
Staff helped people take reasonable risks safely, while maintaining choice and control.
“Staff supported people to take risks in a safe way to maximise their independence, choice and control.” from the report
Nursing unit workload
needs fixingInspectors saw that staff in the nursing unit appeared busier. The manager introduced a new system during the inspection to improve organisation and communication.
“We observed that staff were busier in the nursing unit. This was confirmed by some people, relatives and a visiting professional.” from the report
Modified diet choices
needs fixingSome staff said tea-time choices were sometimes limited for people needing soft or pureed food. The menus were being reviewed.
“Some staff told us that meal choices at tea time were sometimes limited for those who required a soft or pureed diet.” from the report
Agency nurse records
needs fixingThe home did not always have records showing that agency nurses had the clinical skills needed for the people living there. The provider said it would ask the agency to provide this information.
“The clinical skills of agency staff were not always recorded to demonstrate they had the necessary skills to meet the needs of people living at the home.” from the report
Care records
minorSome care recording charts had minor gaps. A new checking system had been introduced to improve accuracy.
“We identified minor recording shortfalls with some of the care recording charts.” from the report
Topical medicine records
minorInspectors found several minor gaps in the recording of topical creams and ointments. The manager said these would be addressed.
“We identified several minor shortfalls with the recording of topical creams and ointments which the registered manager told us would be addressed.” from the report
- 01What changes have been made to organisation and communication in the nursing unit since the inspection?
- 02How do you now make sure there are enough staff in the nursing unit when it is busy?
- 03What choices are available at tea time for people who need soft or pureed food?
- 04How do you check the clinical skills and records of agency nurses before they provide care?
- 05How are medicine records and care recording charts checked for completeness?
This was an unannounced planned inspection based on the previous rating and looked at the home, its premises and the care provided across all five key questions. This explanation was written from the published report of 28 November 2019 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of Hillcrest
Each visit the CQC has published, newest first, back to the day the home was registered.
- November 2019Goodcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- January 2019
Registered with the Care Quality Commission on 15 January 2019.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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23 live-in carers within about an hour of Northumberland
These are self-employed carers on PrimeCarers, the introductory agency that runs this directory. Each has a profile with their own rates and reviews from families, and you choose who to talk to.
Most charge £950 to £1,190 a week. 20 can care for a couple. 11 years' experience on average.
Every carer has had an enhanced DBS check in the last 18 months, ID and right-to-work checks and an online interview. Their skills and training are for you to check with them. Carers set their own rates, and who is free changes week to week.