CQC report explained · a residential care 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 checks, regular safety checks and safe medicines management. Risks were assessed and reviewed, and action had been taken to address the previous hot water scalding risk.
- Effective?
- Good
- Staff received induction, training and supervision. People were supported with food, drink, healthcare and communication, and the home followed the Mental Capacity Act principles described in the report.
- Caring?
- Good
- Inspectors saw kind and respectful interactions. People were involved in decisions, supported to communicate their wishes and encouraged to remain as independent as possible.
- Responsive?
- Good
- Care plans were tailored to individuals and included their preferences, communication needs and daily choices. People could choose activities, and pictorial information and schedules were used to support understanding.
- Well-led?
- Good
- Inspectors found an open culture, accessible managers, regular staff support and effective quality checks. The provider had acted on the previous inspection findings and sustained the improvements.
What inspectors found, May 2019
Rated Good; inspectors found safe, kind and personalised care, with improvements since the previous Requires Improvement rating.
The CQC carried out a planned, announced inspection on 16 April 2019. One inspector visited, spoke with one person, two relatives and staff, and reviewed care records, recruitment files, medicines records, training and quality checks.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. Inspectors found suitable staffing, safe medicines management, individual care plans, skilled staff and good support with health, food, communication and choice.
The home had previously been rated Requires Improvement in April 2018. The report says the provider acted on earlier concerns about recruitment records, hot water safety and management records, and that these improvements had been sustained.
Safe staffing and medicines
Inspectors found enough staff to meet people's assessed needs. Medicines were received, stored, given and disposed of safely.
“Staff were assigned in sufficient numbers to ensure each person using the service received support according to their assessed needs.” from the report
Skilled and supported staff
New staff received a thorough induction and shadowed experienced staff. Records showed regular supervision and completion of the Care Certificate.
“New staff received comprehensive induction training that included shadowing experienced members of staff.” from the report
Kind, respectful care
Inspectors saw caring interactions and found that people were treated with dignity. Staff supported people to express their views and maintain independence.
“People were supported and treated with dignity and respect; and involved as partners in their care.” from the report
Personalised communication
Care plans recorded people's likes, dislikes and communication needs. Pictures, social stories and daily schedules helped people make choices and understand what was happening.
“Each person had a TEACCH schedule that clearly set out their day for them, so they knew what they were doing.” from the report
Improvements sustained
The provider addressed concerns from the previous inspection about recruitment evidence, hot water safety and management records. Inspectors found these changes had continued.
“During the last inspection the registered manager took prompt action to address the concerns identified. At this inspection we found the actions they had taken had been sustained.” from the report
Inspectors raised no specific concerns in this report.
- 01How would you assess and record my relative's individual risks and update their care plan if their needs changed?
- 02How would you support my relative to communicate choices, consent to care and take part in decisions?
- 03How would you use pictures, schedules or other approaches to help my relative understand their day?
- 04What training and supervision would the staff supporting my relative receive?
- 05How do your quality checks make sure the improvements made after the previous inspection are maintained?
This was an announced, planned inspection covering all five key questions; four people were receiving care at the time, and the inspection included speaking with one person and two relatives. This explanation was written from the published report of 14 May 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.
What inspectors found, April 2018
Rated Requires Improvement; inspectors found kind, person-centred care, but recruitment checks and quality monitoring needed strengthening.
This was a comprehensive inspection over 20 and 21 February 2018. The first day was unannounced. Inspectors spoke with people, relatives, staff and a health professional, and checked care records, recruitment files, training records, rotas, audits and complaints information.
The home supported five adults with autism. Inspectors found that people were treated with kindness and respect, received their medicines safely, and had care plans that reflected their needs and preferences. Staff understood people's health and support needs and there were enough staff.
The overall rating fell from Good at the inspection on 4 January 2016 to Requires Improvement. Recruitment checks and records were not consistently complete. Quality checks had not identified some safety problems or kept training information up to date. The registered manager took prompt action during and after the inspection, but the report said these processes needed to be followed consistently.
Kind and respectful care
Inspectors saw positive relationships between staff and people. Staff respected privacy, dignity, choices and independence.
“Staff treated people with kindness, respect and compassion.” from the report
Individual support
Care plans described people's support needs and staff followed them. People and relatives were involved in reviews and daily decisions.
“People had individualised care plans, which detailed the care and support people required; this ensured that staff had the information they needed to provide consistent support for people.” from the report
Safe medicines and staffing
Inspectors found that medicines were managed safely and people received them within appropriate periods. Staffing levels were sufficient to meet people's needs.
“Medicines were safely managed. Staff had received training and their competencies were tested regularly.” from the report
Support with health and activities
People were supported to access healthcare, maintain a healthy lifestyle and take part in activities they enjoyed.
“People were supported to access a wide variety of health and social care services.” from the report
Incomplete recruitment checks
seriousTwo staff had started work without DBS checks or written references recorded. Employment histories were also incomplete or not properly documented, so people could not be assured that recruitment processes had been consistently followed.
“People were not protected against the risks associated with the appointment of new staff.” from the report
Hot water safety risk
seriousChecks showed that hot water in one person's bathroom was too hot and posed a risk. The manager arranged for this to be fixed during the inspection and reminded staff of their responsibilities.
“These demonstrated that the hot water in one person's bathroom was too hot and posed a risk to this person's safety.” from the report
- 01Have all staff recruitment files now been checked for DBS checks, references and full employment histories?
- 02How do you now make sure hot water and other environmental safety checks are completed and acted on promptly?
- 03How can you show that every staff member's required training is current?
- 04What changes have been made to quality audits since the inspection, and who checks that actions are completed?
This was the second comprehensive inspection and covered the overall quality of the home, including all five key questions. This explanation was written from the published report of 28 April 2018 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
3 rated inspections over 3 years: the service has held its Good rating throughout.
- May 2019Goodcurrent ratingup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- April 2018Requires improvementdown from GoodSafe: Requires improvementEffective: GoodCaring: GoodResponsive: GoodWell-led: Requires improvement
- February 2016GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- August 2013
Report published without a new overall rating.
- June 2012
Report published without a new overall rating.
- January 2011
Registered with the Care Quality Commission on 10 January 2011.
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.
Weigh the report against the rest
Fees, photos and reviews from families
How to read CQC ratings and reports
What to check when you visit
89 live-in carers within about an hour of North Northamptonshire
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 £980 to £1,260 a week. 76 can care for a couple. 12 years' experience on average.
“If you bump into her in the night on her way to the bathroom she will still inquire how you are and if everything is alright.”
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.