Beliefs and Core Values

Lead as fulfilling and independent lives as possible by the provision of services within the home.

 

• Be protected from harm, abuse and exploitation.

• Grow and develop as individuals.

• Contribute to their community as citizens.

• Not be disadvantaged or discriminated against on grounds of gender, ethnic origin, age, disability, religious belief, sexual orientation, social class or cultural background.

 

Admission Procedures

A comprehensive service plan will be complied on admission to allow care staff to ensure that the individual residents assessed needs are met.

Emergency admissions can be accepted if accommodation is available.  However, these decisions are based on the circumstances presented at the time and, we undertake to ensure that a full assessment of need takes place within 5 working days of the emergency admission.

 

Environment

All statutory requirements are met in respect of the property.

All residents’ individual accommodation are fully decorated and fitted with call systems.

Residents are encouraged to bring small items of furniture and other personal possessions to their rooms.  They have their own televisions and can install a private telephone should they wish.  These will be listed on the service users personal inventory upon admission.

​

Activities

Hilldales provides a number of activities within and outside the care home.  Everyone living in the home has the opportunity to make suggestions with regard to all aspects of daily life within the home as well as planning activities.

Link Centre drop in; Residents are encouraged to go to the link centre

Outings in mini-bus to places of interest.

Weekly shopping trip to Barnstaple.

Weekly bingo sessions.

Lots of in-house activities.

 

Security

Hilldales has CCTV on all exits as well as keypads to alert staff to any person leaving or entering the building. 

Residents are able to lock their bedroom doors and hold individual keys, if required.

Staff are fully committed to maintaining dignity, confidentiality and privacy for all the residents within the home and make every effort to enable choice and self-determination at all times.

 

Visitors

Residents are able to receive visitors at any time, but visitors must leave the building by 10pm to ensure the building is secured.  Visits can be made to bedrooms; lounges or we endeavour to find a room where there is privacy.

Residents are free to come and go as they choose at the home within the parameters set by the agreed plan and resulting from individual risk assessment, which would be undertaken if appropriate.

 

Religious needs

The home makes every effort to enable residents to attend local religious services should they wish.

 

Staffing

The personal care and other services are delivered by a team of staff who received training in all aspects of their work.  This includes mandatory training in respect of fire safety, food hygiene, manual handling and infection control.  All care staff participate in a vigorous induction and foundation programme which meets the criteria laid down by the National Training Organisation for the Personal Social Services.  Up to 50% of our care staff are trained to National Vocational Qualification level 2 in Care.

The recruitment of staff is subject to a vigorous selection process and all staff undergo a DBS (Disclosure and Barring Service) check.

 

Compliments suggestions and complaints

Hilldales staff are committed to providing quality services to service users, their carers and families.  We welcome comments from service users as this helps us to understand what aspects of our service people like and what we should be doing differently.

 We receive many more letters of appreciation than of complaint.  However, we do recognise that sometimes things go wrong.

If this happens we have a complaints procedure with different stages so that we can have the opportunity to put things right and improve services in the future.

The complaints policy and procedure details the various ways in which complaints and concerns may be raised with any member of staff within the home.  The procedure outlines how each complaint should be reported immediately to a member of the senior management team, together with the time scale within which the complainant may expect their complaint to be processed.

Residents are encouraged to share complaints or concerns with staff within the care home in the first instance and these staff are instructed on how to respond to these approaches.

A copy of the compliments, suggestions & complaints policy is located in our main reception area and a personal copy can be provided on request.

 

General Information

All residents and potential residents in Hilldales home are given a copy of our service user guide.  This pack contains useful information concerning the Care Home and our services in general.

​