Hillcroft Nursing Home Morecambe

At the start of the inspection, we identified some concerns with the management of risks in the environment. These were immediately addressed by the provider and deputy manager. People were protected and kept safe. Staff were aware of their safeguarding responsibilities. There were enough staff with the right skills, qualifications and experience. Staff received training and supervision to support them in delivering good care. The home was clean and well presented.

People and their families were fully involved in assessments of their needs. Staff regularly reviewed these assessments taking account of people’s communication, personal and health needs. People’s nutritional needs were assessed and met. The staff team worked well with other organisations and services to support people to manage their health and wellbeing.

People were treated as individuals and with kindness, dignity and compassion. People had choice in their care and were encouraged to maintain their independence. People’s personal, cultural, social and religious needs were supported. People were supported to engage in regular meaningful activities, social interests and maintain relationships with family and friends. The provider cared about the wellbeing of their staff and supported them in a variety of ways to enable them to have a good working experience. Staff told us they felt very valued and their work commitment was recognised and celebrated by the provider.

The service worked well with commissioners to ensure that continuity of care for people was managed. People’s individual communication needs were identified, and information was provided in an accessible way. People and their relatives were able to give feedback on care which the provider listened to and acted on. Staff understood about equality and diversity. The service contacted emergency services when required and knew when to involve specialist services in people’s care. There was a system in place for responding to concerns or complaints. People’s end-of-life wishes were noted and reflected in their care records.

The management team led the service with integrity, openness and honesty and valued diversity in their workforce. Staff felt very supported and were able to report concerns and said they were listened to.

There was a range of quality monitoring and auditing processes in place. However, some issues seen during the assessment for the safer storage of medicines had not been identified through the oversight and audit processes. The deputy manager took immediate action to address those concerns. The provider’s management team had already recognised where improvements were needed and were already developing some new processes and systems.