CQC report explained · a residential care home
What the CQC found at Hillside House
Rated Outstanding: inspectors found the home performing exceptionally well.
- Safe?
- Good
- People said they felt safe. Inspectors found safe medicines management, appropriate staffing levels, suitable recruitment checks, detailed risk assessments and effective infection control.
- Effective?
- Good
- Staff had training, induction and supervision. People were supported with health appointments, nutrition and wellbeing, and inspectors found the home understood its responsibilities under the Mental Capacity Act.
- Caring?
- Good
- Staff treated people with respect, protected their privacy and dignity, and promoted independence. Relatives and health professionals spoke positively about the care.
- Responsive?
- Outstanding
- Care was highly personalised and based on people's preferences, histories and needs. Inspectors found particularly strong end of life support, meaningful activities and opportunities for people and relatives to give feedback.
- Well-led?
- Outstanding
- Inspectors found strong leadership, a positive and inclusive culture, motivated staff and good partnership working with health and social care professionals. Quality monitoring was used to review and improve the service.
What inspectors found, December 2018
Rated Outstanding; inspectors found kind, personalised care, with Good ratings for safety, effectiveness and caring.
This was a comprehensive inspection on 5 and 8 October 2018. The first day was unannounced. It was the first inspection since the home registered with CQC in October 2017.
Inspectors spoke with people living at the home, visitors, relatives, staff and health professionals. They reviewed care records, staff files, medicines records and records about how the home was managed.
The home was rated Outstanding overall. Responsive care and leadership were Outstanding. Safe, effective and caring were rated Good. Inspectors found personalised care, respectful staff, good links with health professionals and strong systems for managing risks and medicines.
Personalised care
Care plans included people's histories, choices and health needs. Staff adapted support to suit each person and encouraged independence.
“People received exceptionally personalised care and support specific to their needs and preferences.” from the report
End of life care
The home provided individualised and dignified end of life care. Staff also supported relatives and respected people's beliefs and wishes.
“People were supported to have a peaceful, comfortable and dignified end of life care in line with national best practice guidance.” from the report
Kind and respectful staff
People were treated as individuals. Staff protected privacy and dignity, spent time with people and supported their choices.
“Staff treated people with utmost respect and ensured their privacy and dignity and promoted their independence.” from the report
Activities and relationships
People were supported to follow their interests, take part in activities and build friendships. The home also welcomed visitors and celebrated special occasions.
“People were encouraged to engage in meaningful activity to aid both their physical and emotional well-being.” from the report
Strong leadership
Inspectors found motivated staff, shared responsibility and a clear focus on people's wellbeing. The provider used feedback and audits to improve the home.
“The registered manager provided strong leadership, was an excellent role model for all staff and drove up excellent practice to provide people with opportunities.” from the report
Night staffing vacancy
minorOne night position was vacant during the inspection. Staff covered some additional duties, although inspectors found staffing levels were sufficient at the time.
“The registered manager was actively recruiting to fill one vacant night position.” from the report
- 01Has the vacant night position mentioned in the report been filled, and how are night shifts covered now?
- 02How will you update my relative's care plan if their needs, preferences or health change?
- 03How do you make sure end of life wishes, treatment plans and religious or cultural beliefs are followed?
- 04Which activities are available, and how do you make sure they reflect each person's interests?
- 05How are medicines managed for people who self-administer, and how are their risk assessments reviewed?
This was a comprehensive inspection covering all five CQC questions and both the premises and care provided; it was the home's first inspection since registering in October 2017. This explanation was written from the published report of 5 December 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. The report was longer than we could read in one go; the later sections may not be reflected.
Every inspection of Hillside House
Each visit the CQC has published, newest first, back to the day the home was registered.
- December 2018Outstandingcurrent ratingSafe: GoodEffective: GoodCaring: GoodResponsive: OutstandingWell-led: Outstanding
- October 2017
Registered with the Care Quality Commission on 9 October 2017.
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
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17 live-in carers within about an hour of Devon
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 £1,020 to £1,270 a week. 15 can care for a couple. 13 years' experience on average.
“She is such a warm and gentle person while being professional and competent at the same time.”
“She looked after my mum, who can be incredibly challenging, so well and so gently, and we always felt confident that my mum was getting the best care available.”
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.