Hillcrest House

Ratings

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Requires improvement

• Caring

  Requires improvement

• Responsive

  Requires improvement

• Well-led

  Inadequate

Our view of the service

Assessment:16 September to 22 October 2024. Hillcrest House is a care home providing support for up to 5 adults with a learning disability, mental health needs and autistic people. This assessment was prompted by information we held about the service. At the last inspection, this service was rated outstanding. We have assessed the service against ‘Right support, right care, right culture’ guidance to make judgements about whether the provider guaranteed people with a learning disability and autistic people respect, equality, dignity, choices, independence and good access to local communities most people take for granted. The provider had failed to meet these expectations and did not provide support following these guidelines. We found 6 breaches in regulation in relation to person-centred care, safe care and treatment, safeguarding service users from abuse and improper treatment, governance, staffing and fit and proper persons employed. Our rating has changed to requires improvement. Assessments of people’s needs were not always person-centred or reviewed regularly in response to changing needs. Risks to people's health and safety were not always being identified and plans put in place to mitigate those risks. Systems were not fully established or consistently operated effectively to investigate allegations of abuse. The oversight and management of the service was poor. Staff deployed had not received the up to date training they required to safely undertake their responsibilities, nor had the knowledge around legislation and best practice guidance. There were enough staff to ensure people’s safety and meet their needs. People were supported to have choice and control. Relatives were included in decision making, where appropriate, and visited when they wished to. Where CQC have decided to take civil or criminal enforcement action against a provider, we publish this information on our website after any representations and/or appeals have been concluded.

People's experience of this service

People we were able to talk with were happy where they lived and told us about the things they did. We observed staff interactions with those people who were unable to communicate with us and people appeared overall calm and relaxed. Staff responded quickly when people became distressed. People’s relatives were happy with the care people received and felt there was enough staff to keep people safe. They said staff were kind and patient. People undertook limited activities and relatives said the service could do more to enable people to have as full a life as possible. People were able to express their views and raise concerns. Where people could they had personalised their rooms and were supported to access the local community facilities and attend medical appointments.