What the CQC found at Hillcrest

Staff had training about recognising and reporting abuse, and inspectors found they understood what to do to protect people.

“Staff had training and demonstrated a good understanding of what to do to make sure people were protected from harm or abuse.” from the report

There were enough safely recruited staff on duty to meet people’s needs during the inspection.

“There were enough safely recruited staff on duty to meet people's needs at the time of our visit.” from the report

Relatives and inspectors described staff as kind. Staff supported people patiently with everyday choices.

“One relative said, "The staff are lovely, they are the nicest set of people.” from the report

The home worked with health professionals and other agencies to support people’s care.

“The service worked in partnership with other agencies, such as doctors, dentists, and speech and language therapists, to help to provide joined up care to people.” from the report

Risk assessments for moving and handling, epilepsy and choking lacked enough detail. Inspectors were not assured that the fire risk assessment was suitable or completed by someone with the right competence.

“Risk assessments associated with moving and handling, epilepsy and choking did not contain enough detailed information.” from the report

Medicine storage temperatures were not consistently recorded. Instructions and outcome records for some medicines were missing, creating a risk that medicines were not given consistently.

“This meant there was a risk people did not receive their medicines consistently.” from the report

Some areas had a bad smell and worn soft furnishings. Staff did not always follow infection control procedures, and some equipment used for medicines was not clean.

“The provider had failed to ensure infection control risks were managed and mitigated.” from the report

Audio monitors could be heard by people in communal areas, which inspectors said was not respectful of privacy. Best-interest assessments had not been completed for some people who lacked capacity.

“Everyone sat in or passing by this area could hear the monitors which was not respectful of people's privacy.” from the report

Care plans did not always explain how to support people safely, build independence or achieve longer-term goals. Some people had fewer activities available.

“People's support plans did not include clear strategies to enhance their independence and did not evidence any future planning or consideration of the longer-term aspirations of each person.” from the report

Audits had not found or corrected problems with medicines, infection control, staff training and supervision. Policies had not been kept up to date.

“These systems had not always been effective as they had not enabled the provider to take timely action to address improvement.” from the report