Enter and view: Hillcrest Care Home

This is an Enter and View report by Healthwatch North Yorkshire. Healthwatch representatives visited the Hillcrest Care home to assess the care delivered there.

In preparation for the visit, Healthwatch North Yorkshire let Hillcrest Care Home know that they were visiting sometime between Monday 19th May and Monday 2nd June 2025. Questionnaires were sent to the care home in advance for staff and family members to complete, which were distributed by the care home.Hillcrest Care Home offers a range of services, including residential, dementia and respite care.

At the time of the visit there were 24 residents out of a possible occupancy of 34. Healthwatch North Yorkshire heard from:

• 8 people who live there.
• 3 of their friends or family members.
• 6 members of staff.

All the residents that Healthwatch North Yorkshire spoke with were aged between 65 to 80, with 6 women and 2 men. Everyone was of white/British ethnicity. Healthwatch staff and volunteers observed interactions between residents and staff, as well as the activities being offered.

Positive feedback:

• Management told us that there is a hairdresser on site every Tuesday, with their own salon room.

• The lounge was a welcoming environment with a variety of accessible chairs for the residents to choose from.

• The home was well secured, with a locked front door and restricted access, with only staff permitting entry.

• Staff told us that they have an appropriate amount of training to do their roles.

• Clear room identification using name tags, resident photos, RAG rating and PEEP symbols, highlighted by the team as good practice for emergency preparedness.

• Some of the residents’ rooms were personalised (e.g. choice of wall colour), supporting individuality and personal preference.

• Resident feedback highlighted that staff were friendly and kind, reflecting positive relationships and quality care. 

Recommended areas for improvement:

• Review external and internal signage: We would suggest improving the signposting on the front door, so it is clearer where to locate the bell to gain entry to the premises. Additionally introduce clearer signage indicating the current floor level and the layout inside the home.
• Review odour management in the home: It is recommended that the home addresses the strong odour that was present during our visit to ensure a consistently pleasant and welcoming environment for both residents and visitors.
• Enhance mealtime support and cleanliness: Consider enhancing mealtime support by encouraging staff to engage more proactively with residents who initially decline meals, as some may respond positively to further interaction. Increased staff attention may also help maintain cleanliness and dignity for residents who drop food, ensuring a comfortable and hygienic dining experience.
• Review flooring transitions to reduce trip hazards: We noted that in some areas of the home, the flooring changed from laminate to carpet, with edges appearing raised. This may present a potential trip hazard and could benefit from a review.