Hillcrest provides accommodation and personal care for two people with a learning disability.

We carried out this announced inspection on 19 and 20 July 2017. At the last inspection, in June 2015, the service was rated Good. At this inspection we found the service remained Good.

The service was not fully meeting the requirements of the Mental Capacity Act (2005) and the associated Deprivation of Liberty Safeguards regarding making applications to the supervisory body for the use of restrictions in place for people. Following discussions with the provider immediate action was taken to rectify this. We have made a recommendation in the report regarding this.

The people using the service were well cared for, relaxed and comfortable in the service. They readily communicated with staff when they wished to be supported and when they wished to be on their own. Their privacy and dignity was respected. One person told us, “I tell them when I want them here or not. It’s my life and I do what I want.” A relative told us said, “They have chosen support workers who get on really well with our [relative] and as a result [Person] has been really enthusiastic about living there.”

Support was provided by a small, consistent, motivated and well trained staff team. The registered manager had recognised the importance of staff consistency for the persons who were supported as well as respecting their wishes to have a mixture of different care staff. Staff told us, “I love working here. It’s not like work really, I want to be here and get a lot of satisfaction from seeing people live such fulfilling lives.”

Care records were up to date, had been regularly reviewed and accurately reflected the people’s care and support needs. Care plans were presented pictorially to enable people to read their plan and be involved in any changes or updates. Details of how people wished to be supported with their care needs were highly personalised and provided clear information to enable staff to provide appropriate and effective support. The service’s risk assessment procedures were designed to enable people to take risks while providing appropriate protection.

The service was well led and all of the staff were highly motivated and keen to ensure the care needs of the person they were supporting were met. Staff told us, “I couldn’t ask for more support from the management here. I can go to [registered manager] at any time”, “We are really supported by management and all of the staff group here” and “This organisation has developed me personally since I started here. They want the very best for the people who live here and all of the staff who support them.”

There were sufficient numbers of suitably qualified staff on duty to keep people using the service safe and meet their needs. Staff completed a thorough recruitment process to ensure they had the appropriate skills and knowledge. Staff knew how to recognise and report the signs of abuse.

Hillcrest provides accommodation and personal care for one person with a learning disability.

There was a registered manager in post who was responsible for the day-to-day running of 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.

The person using the service was well cared for and relaxed and comfortable in the service. They readily communicated with staff when they wished to be supported and when they wished to be on their own. Their privacy and dignity was respected. A relative said, “The daily personal care for the cared-for is first class. The range of outdoor experiences and relationship between carers and client is admirable. [Person’s name] has been given a genuine life full of enjoyable experiences”.

Support was provided by a small, consistent, motivated and well trained staff team. The registered manager had recognised the importance of staff consistency for the person as well as respecting their wishes to have a mixture of different care staff. Staff told us, “so pleased I work here and see people develop and have choice” and “lovely to see [the person] so happy”.

Care records were up to date, had been regularly reviewed and accurately reflected the person’s care and support needs. The person’s care plan was presented pictorially to enable them to read their plan and be involved in any changes or updates. Details of how the person wished to be supported with their care needs were highly personalised and provided clear information to enable staff to provide appropriate and effective support. The service’s risk assessment procedures were designed to enable people to take risks while providing appropriate protection.

The service was well led and all of the staff were highly motivated and keen to ensure the care needs of the person they were supporting were met. Staff told us, “we are really supported by management”, “it doesn’t feel like a job” and “working here has a family feeling”.

There were sufficient numbers of suitably qualified staff on duty to keep the person using the service safe and meet their needs. Staff completed a thorough recruitment process to ensure they had the appropriate skills and knowledge. Staff knew how to recognise and report the signs of abuse.