We looked at letters of thanks that had been sent to the home over the last year. One person wrote:'I should like to thank everyone who looked after my Aunt for four years. You were always welcoming whenever we arrived and never failed to give us coffee. My Aunt was always extremely well looked after and it was a great comfort to us to know that she was safe and in a very friendly and caring environment for the last few years of her long life. She always commented about the kind and caring nature of all the staff and was very happy living at Hilbre Court.'
And another:
'Thank you ALL for looking after [our relative] so well and for the real love and affection you have given her. We all appreciated the food, surroundings, but most of all the gentle care. She died at peace in familiar surroundings with you who knew her.'
One person we met said that his relative has lived at Hilbre Court for four years. He told us that they chose this home because there was singing and dancing going on when they visited. It had also been recommended by someone who had a relative at Hilbre House. They have been very happy with her care. There are enough staff and the continuity is important.
The expert by experience who joined us for the visit reported that:
The residents, as far as they are able to express their views, are able to have the privacy of their own room when they require it. Some residents at the time of the visit had decided that they wished to stay in their rooms and would also have their meals there that day.
Residents were able to take a walk to the beach with the staff when the weather allowed; this enables the residents to have a degree of independence, as the beach is only metres down the road from the home. A local choir also visited and the residents liked to have a singsong with them. The home has two resident cats which the residents seemed to like.
During my visit I had the mid-day meal with the residents at the request of the inspector. I was unable to eat the meal prepared for the residents because of my specific dietary requirement but the home were able to meet my needs. A few residents were assisted with their meal in the lounge before the meal was served to the rest of the more ambulant residents and the staff were very attentive and saw that the residents had the type of food they could cope with.
The tables were set with tablecloths, knives and forks, before the meal a glass of orange juice was given to each resident in the dining room. During the meal I sat with the residents whilst they had their meal of steak pie with vegetables and gravy with a choice of rice pudding or cake and custard. The residents I spoke to said that the steak was tender, which makes it easier to eat.
One resident decided that she did not want the main course and asked for a sandwich although she did not eat all of this but had the cake and custard and a biscuit with a cup of tea. Tea and coffee was offered to the residents but most did not take this up.
The floor covering in some of the rooms needs replacing because it was rucked up and residents could fall within their rooms also the emergency cords were also out of reach from the residents when they were in bed. In the room of a very elderly lady was a carpet that was in need of replacement and there was a slight smell of urine.
Outer doors have a key pad so that residents can not leave the home by themselves and some of the internal doors also have a key pad so that residents are not put at risk by going into rooms such as the laundry and kitchen.
The staff appeared to be very caring and had empathy with the residents. The people who I spoke with said that the staff are very good to them and helped them when they went on a walk. Both relatives and residents I spoke to could not speak highly enough of the staff and the way they empathised with the residents.