Hillside Homes

Right Support ● Staff supported people to have the maximum possible choice, control and independence, be independent and they had control over their own lives. People were supported by staff to pursue their interests.

● People had a choice about their living environment and were able to personalise their rooms. Staff gave people care and support in a safe, clean, well equipped, well-furnished and well-maintained environment that met their needs. Relatives felt the home was safe and homely which was important to them and the people at the service.

● Staff supported people to make decisions following best practice in decision-making. Staff communicated with people in ways that met their needs.

● Staff enabled people to access specialist health and social care support in the community. Staff supported people to play an active role in maintaining their own health and wellbeing, including access to screening and primary care services.

● We saw conversations were had with people about their medical needs and what worked well for them, what didn't work for them and what they would like to happen next.

Right Care ● People received kind and compassionate care. Staff protected and respected people's privacy and dignity. They understood and responded to their individual needs. We observed people interact comfortably with staff involved in their care and support. Staff understood how to protect people from poor care and abuse.

● The provider had enough appropriately skilled staff to meet people's needs and keep them safe. People could communicate with staff and understand information given to them because staff supported them consistently and understood their individual communication needs.

● People's care and support plans reflected their range of needs and this promoted their wellbeing and enjoyment of life. People could take part in activities and pursue interests. Staff, people and their relatives spoke about social and leisure events they had enjoyed and their future plans.

● Staff cooperated to assess risks people might face. Where appropriate, staff encouraged and enabled people to take positive risks.

Right Culture ● People led inclusive and empowered lives because of the ethos, values, attitudes and behaviours of the management and staff. People received good quality care and support because staff could meet their needs and wishes. Staff were alert to emotional communication and addressed signs of distress or frustration.

● People and those important to them were involved in planning their care. The provider evaluated the quality of support provided to people, involving the person, their families and other professionals as appropriate.

● The management team had good oversight of the service and were making continuous improvements to people's experiences of care. The provider has set a culture that valued reflection and learning. Staff told us they could raise concerns with managers and they felt safe.