Hillcrest House is a ‘care home’. People in care homes receive accommodation and nursing or personal care as single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Hillcrest House accommodates up to 34 people in one adapted building. At the time of our inspection 11 people were living at the home. The home is on the same site as two other care homes managed by the provider in a ‘retirement village’, which also includes independent apartments. This inspection only covered the care and accommodation being provided in Hillcrest House.

This was the first inspection since the home was registered under the current provider in August 2017.

This inspection took place on 11 July 2018 and was unannounced. We returned on 23 July 2018 to complete the inspection.

There was a registered manager in post at the service. A registered manager is a person who has registered with the Care Quality Commission 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 and associated Regulations about how the service is run.

Staffing arrangements did not always ensure staff deployed to provide care in the service had a detailed understanding of people’s needs. On the first day of the inspection one member of care staff told us they had been due to work in a different service on the site but had been asked to work at Hillcrest House at late notice. The member of staff had not received an induction about people’s specific needs. The member of staff was not aware of a recent incident between two people who use the service or the actions that had been put in place to keep people safe.

The registered manager took immediate action to strengthen the systems for inducting staff from the provider’s neighbouring services who work in the home temporarily.

People who use the service and their representatives were positive about the care they received and praised the quality of the staff and management. We observed staff interacting with people in a friendly and respectful way. Staff respected people’s choices and privacy and responded to requests for assistance.

People and their representatives told us they felt safe when receiving care. People were involved in developing and reviewing their care plans. Systems were in place to protect people from abuse and harm and staff knew how to use them. Medicines were stored safely in the home and staff had received suitable training in medicines management and administration. People received the support they needed to take their medicines.

The service was responsive to people’s needs and wishes. People had regular meetings to provide feedback about their care and there was an effective complaints procedure. People were supported to take part in a range of social activities.

Staff demonstrated a good understanding of their role and responsibilities. Staff had completed training to ensure the care and support provided to people was safe and effective to meet their needs.

The management team regularly assessed and monitored the quality of care provided. Feedback was encouraged and was used to make improvements to the service. The registered manager and leadership team had a good understanding of improvements that were needed in the service and had plans in place to make sure the changes were made.