Hilltop Manor Care Home Limited

Managers and staff were aware of their safeguarding responsibilities. They understood how to support people in a way that ensured risks were managed, whilst promoting and respecting people’s choices and individuality. The home was very clean and there was a good system in place to ensure checks and maintenance of the building and equipment were undertaken. There were safe systems for staff recruitment, and staff received effective training, support and supervision. Medicines were well managed and administered safely.

Staff told us they enjoyed working at the home, they said there was a very good culture and supportive teamwork. Managers and staff worked very closely with health care professionals to ensure people’s health needs were identified and met. Feedback we received from health care professionals was very positive.

Managers and staff knew people well and placed great importance on ensuring people were treated as individuals. We observed care and support that was very attentive, caring and responsive. The atmosphere was warm and friendly and staff treated people with respect. Staff were not task focussed, they showed genuine warmth for people and took time to speak with people. People’s choices and independence were encouraged and promoted. Their personal, cultural, social and religious needs were understood and respected. People’s skills and experience were valued. Staff felt supported and spoke of being a good team.

Records were very person centred and reflected what was important to and for the person. Care and support were reviewed regularly, with people and their relatives. Systems in place ensured people were listened to and any issues dealt with promptly.

The registered manager and provider knew people very well. They were very committed to providing responsive, person-centred care. Staff we spoke with shared that commitment. There were good systems in place for the oversight and governance of the service. The registered manager and provider were open and honest and showed a genuine commitment to continuous learning and improvement.