Hylands House Care Home

During this inspection we spoke with people who lived at the service, their relatives, staff, the registered manager and the provider’s operations manager. We sought feedback from other healthcare professionals, and we looked at care plans, medication records, recruitment files and quality assurance records.

Hylands House provided a calm and relaxed atmosphere. There was an experienced and consistent team. Staff and the management team knew people well and treated them with care, kindness and respect. Care plans supported the safe delivery of person led care. Accidents and incidents were monitored and reviewed to mitigate further risks.

Safeguarding concerns were reported in line with requirements and staff were aware of their responsibilities in keeping people safe. The service worked well with other healthcare professionals, who told us the service was responsive to people’s healthcare needs. One healthcare professional told us, “There is a good standard of care as a direct result of positive working relationships.”

We received positive feedback from staff. Staff felt there was adequate staffing, and they received the training and support they needed to provide good care. Staff felt supported by the registered manager and the provider’s operations manager.

Audit systems were in place to review the care people received. We identified areas that needed improvement around oversight of window restrictors, medicines, storage of records and governance processes. We raised these concerns with the registered manager throughout our inspection and responsive action was taken to improve practices.

We found the provider could further develop the provision for social stimulation and engagement within the service. This applied to people in their rooms and in communal areas of the home. We found not all information available to people was in accessible formats.