Hilltop Lodge

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Staff were observed to be kind and caring to people and appeared to know the people they were supporting well. People felt they were well cared for. People told us, “The staff are very nice, I feel comfortable with them.” And, “The staff are very caring, we have a laugh.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. There was a range of activities taking place at the home and people had choice and control over how they wanted to spend their time.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People received care and support that was in line with their preferences. People and their relatives were involved in producing peoples plans of care where possible. A relative told us, “We spent time going through [our relatives] likes and dislikes.” Visitors were welcomed into the service and had a positive relationship with staff and managers.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. People told us if they needed something, this was provided promptly. A person told us, “When I press my buzzer, I only have to press it once and they [staff] come quickly.”

The provider cared about and promoted the wellbeing of their staff. Staff were supported and enabled to always deliver person-centred care. Staff told us they found managers supportive. Staff members told us, “The manager is supportive, they care about my mental wellbeing.” And, “The manager is very hands on, I feel supported, and training has enabled me to do my job well.”