We carried out a review of the data available to us about Hill View Manor on 6 July 2023. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.
If you have concerns about Hill View Manor, you can give feedback on this service.
Hill View Manor is a domiciliary care agency providing support for adults aged 55 and over. Support is provided to people within an extra care housing scheme. There are 40 flats over three floors at the serviced by a lift. The housing scheme has accessible communal areas, including a garden, accessible bathroom, laundry facilities and a hairdressing salon. A guest flat was available for visitors to stay at the service. The housing provider arranged for lunches to be served in the communal dining room as part of the accommodation cost. Hill View Manor housing scheme was run by Anchor, a housing provider. The estate manager was based on-site.
Not everyone using Hill View Manor receives a regulated activity. CQC only inspects the service being received by people provided with 'personal care'; help with tasks related to personal hygiene and eating Where they do, we also take into account any wider social care provided. At the time of inspection there were 24 people receiving a regulated activity. The service provides planned care visits and an emergency responder service to all those living in the housing scheme.
The service is registered to provide support for people with dementia, learning disabilities or autistic spectrum disorder, mental health needs, older people, people with a physical disability and those with sensory impairment. At the time of inspection, most people receiving a service were older people.
Where services support people with learning disabilities or autism we expect them to be developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any other citizen. There were no people with a learning disability or autism using the service when we inspected. Therefore, we were unable to assess and monitor if the service was following this guidance.
People’s experience of using this service and what we found
Medicines were administered safely but records were not always accurately completed. We have made a recommendation around the completion of medicines records.
Staff had a good understanding of safeguarding and people trusted staff to keep them safe and they felt safe. There was enough suitably qualified staff to meet people’s needs.
The provider had assessed, and reviewed people’s needs regularly. These were person centred with a focus on the individual being as independent as possible. Staff supported people to access the services and equipment they needed and followed professional’s advice to ensure the best outcomes for people.
People and their relatives told us the staff were kind and caring and we observed positive interactions and person-centred care. People were listened to and their decisions and choices respected.
One person told us, “It was the best thing we ever did when we moved in here.”
People’s care was personalised, and their preferences met. They felt comfortable to raise concerns to staff and the registered manager and had confidence any issues would be resolved.
Quality assurance processes and audits were in place to monitor and improve the service. Staff felt supported and there was clear leadership and a positive culture within the service. Where shortfalls were identified there was an action plan in place to address these.
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.
Rating at last inspection
The last rating for this service was good (published 6 February 2019).
Why we inspected
We undertook this inspection as part of a random selection of services rated good and outstanding to test the reliability of our new monitoring approach.
We looked at infection prevention and control measures under the safe key question. We look at this in all supported living and extra care housing inspections, even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.
Hill View Manor is a domiciliary care agency. It provides personal care to people living in their own flats.
This service provides care and support to people living in specialist ‘extra care’ housing. Extra care housing is purpose-built or adapted single household accommodation in a shared site or building. The accommodation is bought or rented, and is the occupant’s own home. People’s care and housing are provided under separate contractual agreements. CQC does not regulate premises used for extra care housing; this inspection looked at people’s personal care and support service.
Hill View Manor provides support for adults aged 55 and over. There are 40 flats at the extra care housing facility. The housing scheme has accessible communal areas, a garden and a hairdressing salon. A guest flat was available for visitors to stay at the service. The housing provider arranged for lunches to be served in the dining room at an extra charge. Hill View Manor housing scheme was run by a housing provider with an estate manager based on-site.
Not everyone using Hill View Manor receives a regulated activity. CQC only inspects the service being received by people provided with ‘personal care’; help with tasks related to personal hygiene and eating. Where they do we also take into account any wider social care provided. At the time of inspection there were 14 people receiving a regulated activity. The service provides planned care visits and an emergency responder service to all those living in the housing scheme.
The service is registered to provide support for people with dementia, learning disabilities or autistic spectrum disorder, mental health needs, older people, people with a physical disability and those with sensory impairment. At the time of inspection, the majority of people receiving a service were older people.
Where services support people with learning disabilities or autism we expect them to be developed and designed in line with the values that underpin the Registering the Right Support and other best practice guidance. These values include choice, promotion of independence and inclusion. People with learning disabilities and autism using the service can live as ordinary a life as any other citizen. There were no people with a learning disability or autism using the service when we inspected. Therefore, we were unable to assess and monitor if the service was following this guidance.
There was a registered manager in post. A registered manager is a person who has registered with CQC to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
People were supported to remain safe and appropriate staffing levels were maintained. Risk assessments identified specific risks to individuals to help staff keep them safe. Staff had a clear understanding of their safeguarding responsibilities.
People received support following accidents, incidents and ‘near misses’. This information was reviewed by senior members of staff to look at how the service could improve to maintain people’s safety.
Care plans reflected where people had capacity to make decisions for themselves and where they may choose to make unwise decisions. People’s care plans were discussed with them. Signed consent records showed people were consulted and in agreement with their care arrangements.
Staff were supported through training and supervision to understand the requirements of their role and people’s support needs. Staff worked effectively with health professionals to ensure people were supported to have a high quality of life.
People formed close relationships with staff. They told us staff treated them with kindness, dignity and compassion. People were supported to maintain and re-gain their skills to support their independence. Staff were aware of people’s communication needs and respected their choices.
Staff took time to understand people’s preferences and interests. They had introduced activities in the housing scheme to support a sense of community.
People were consulted in developing their care plans. Reviews took place to consider any changes in people’s needs and ensure their care plans remained appropriate to these. People knew how to give feedback, including complaints about the service.
People felt at home living in the housing scheme and felt staff were a key part of this.
Staff were involved in the service through monthly team meetings and team leader meetings. Staff were encouraged to contribute to this and share their learning.
The service used annual quality visit questionnaires sent out to people and a range of audits were used to help monitor what it did well and areas to be addressed.