Enter and view: Hillcrest House, Looe

Healthwatch Cornwall undertook an enter and view visit to Hillcrest House Care Home on 16 March 2026. They spoke to 5 people. The purpose of the visit was to observe the environment, speak with residents and staff, and assess the quality of care and lived experience of people using the service. 

The care home is a purpose-built nursing facility providing accommodation and care for around 70 residents, including nursing and dementia care. At the time of the visit, the service had previously been rated as “Requires Improvement” by the Care Quality Commission, which provided context for the observations made. 

Overall, the findings highlighted many positive aspects of care. Staff interactions with residents were consistently described as kind, respectful, and attentive. Residents appeared comfortable, well-presented, and supported to maintain their dignity. Staff were observed responding promptly to requests, encouraging independence, and engaging positively with residents. 

The environment of the home was generally clean, safe, and appropriately equipped. Bedrooms were personalised, and communal areas offered a range of resources such as books, newspapers, and activities. There was access to Wi-Fi, and a programme of activities was in place, including quizzes, music, and social events. Residents were also supported to take part in meaningful activities or spend time independently according to their preferences. 

Feedback from residents was largely positive. Residents expressed satisfaction with the care they received, describing staff as friendly, caring, and supportive. Many said they felt safe, well looked after, and treated with kindness. They also appreciated the food, activities, and opportunities to socialise, although some preferred quieter or independent activities. 

Staff feedback was similarly positive. Staff reported feeling supported by management and spoke about teamwork and a positive workplace culture. They described valuing relationships with residents and their families, and highlighted training and development opportunities as strengths. However, there were some challenges noted, including recruitment pressures and the use of agency staff, although steps were being taken to improve continuity and staffing levels. 

The report identified a small number of areas for improvement. These included enhancing engagement opportunities for residents who remain in their rooms, maintaining and improving aspects of the physical environment such as décor and maintenance, and ensuring that agency staff are consistently trained and integrated to maintain high standards of care. 

In response, the care home provider acknowledged the findings and outlined actions already underway. These included increased one-to-one activity support for residents who stay in their rooms, the appointment of a new maintenance team with plans for redecoration, and measures to ensure agency staff receive appropriate induction and oversight.