Archived: Hilton Brook House Residential Home

The views expressed were overwhelmingly positive. Comments included, "I am quite happy with the care (my relative) receives. They are happy and content. The staff are good. I go at different times and have never seen or heard anything that concerns me." Another relative told us, "The quality of care is most important. It is good. I come at different times and stay for long periods. Staff are always open and honest with me. I have no concerns."

People were encouraged to make everyday decisions. Where they were unable to make more complex decisions the provider had acted in accordance with the Mental Capacity Act.

Care records contained detailed information about people's needs and choices. Staff knew how people wished to be supported. Healthcare professionals expressed positive views about the service.

Staff said they had adequate training and felt confident in meeting people's needs.

People who used the service and visitors were aware of the complaints procedure.

People told us they enjoyed living at the home. They said their dignity and privacy were respected. Most people felt they were supported to make decisions about their care. They said they were offered choices in their daily living, for example when to get up and retire, a choice of food and activities.

People said they felt safe. One person told us, 'The staff treat me well'. Staff told us they had received training in keeping people safe. They demonstrated an understanding of the different forms of abuse and knew the procedure if they suspected abuse or poor practice.

People said that staff were,' very kind' and 'very good'. People had confidence the staff would do the right thing for them and considered what was in their best interests.

Staff told us they enjoyed working at the home. They said that all the checks were made to ensure they were fit to do their job. Staff felt they worked well as a team and supported each other in order to do a good job. They confirmed the management team offer leadership and support.

People said they were satisfied with the service they received. They told us they felt listened to and were confident in raising any concerns.