Hill View Care Home

People received support which reflected their needs and risks. Staff received the induction and training they needed to support people well. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. People received support with their dietary and healthcare needs and were referred for specialist support when they needed it. We received positive feedback from community professionals about the support provided. The home environment was purpose built to enable people to remain as independent as possible. The provider had made some improvements to the environment since taking over the service and further improvements were planned.

People told us staff were caring, kind and treated them well. We observed staff treating people with respect and encouraging them to be independent and make decisions about their care when they were able to. Staff respected people's right to privacy, dignity and confidentiality. Care plans included information about people's backgrounds and diversity, to guide staff about what was important to them.

Staff provided people with personalised care that reflected their needs and preferences. People's care needs were reviewed regularly, and documentation was updated to guide staff. Staff knew the people they cared for and encouraged them to make choices when they could. The provider managed concerns and complaints appropriately. People were happy with the range of activities available at the home. End of life care documentation needed to be improved to ensure it reflected people's end of life care wishes, we have made a recommendation about this.

The manager and staff were clear about their responsibilities and focussed on providing people with high quality, individualised care. The service worked in partnership with a variety of community professionals to ensure people received any specialist support they needed. Management sought people's views about the service and acted upon them. People, relatives and staff felt the management of the service had improved significantly since the regional support manager had taken over the day to day running of the home. The

regular checks and audits completed by management were effective in ensuring appropriate standards of quality and safety were maintained at the home.