Hyllden Heights Care Home

Risks to people were effectively managed to minimise the risk of potential harm. Safeguarding measures were in place to protect people from abuse. Staff knew the types of abuse and signs to recognise them. When incidents occurred, lessons were learned and shared.

Medication was administered and handled safely. Adequate staffing levels ensured people received appropriate support. Staff were well-supported and equipped to perform their roles effectively. They received training and adhered to infection control protocols. The environment was maintained to promote health and safety.

People were supported to eat a balanced diet and drink enough to keep hydrated. However, people told us they did not always like the food provided as it did not meet their requirements and preferences.

People were able to access the healthcare services necessary to support their wellbeing, with staff working collaboratively with healthcare services to ensure continuity of care. People consented to the care and treatment they received. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible; the policies and systems in the service supported this practice.

Staff were caring and kind. Staff treated people with dignity and as individuals; and their independence was promoted. Staff respected people’s privacy and supported them to maintain relationships which mattered to them.

People’s needs were not always reassessed to reflect their needs. Care plans covered people’s individual needs and how to meet them. People’s end-of-life wishes were documented in their care plans.

Complaints were handled in accordance with the provider’s established procedures. Leadership within the service was clearly evident, and they had systems in place to oversee quality and safety. However, we identified gaps where repositioning charts were not consistently completed, and some care plans did not contain people’s current circumstances that had not been detected through the provider’s audit process.

We spoke with people who use the service, their relatives, staff, and the registered manager. We received feedback from professionals involved in the service. We reviewed people’s care records, staff records and records relating to the management of the service. We used the Short Observational Framework for Inspection (SOFI) during lunchtime. SOFI is a way of observing care to help us understand the experience of people who could not talk with us.