Hillview Care Home
Recorded Key Question grade range: 3 — Adequate View on Care Inspectorate
Key Question scores
Requirements & recommendations
1. By 3 August 2026, the provider must ensure that people living in the service are safeguarded and that their health, welfare and safety needs are effectively managed and met. To do this, the provider must ensure at a minimum that they: a) follow current best practice and local area guidance regarding escalation and reporting of Adult Support and Protection issues. b) support staff with training regarding Adult Support and Protection legislation, the current reporting processes and their role and responsibilities to safeguard people. This is to comply with Regulation 4(1) (a) of The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011 (SSI 2011/210). This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘I am protected from harm, neglect, abuse, bullying and exploitation by people who have a clear understanding of their responsibilities’ (HSCS
31. By 3 August 2026, the provider must ensure that quality assurance processes are used effectively to improve outcomes for people experiencing care. To do this, the provider must ensure at a minimum that they: a) use feedback from people living in the service, their families, and staff to inform the Service Improvement Plan b) ensure quality assurance tools are used effectively and lead to meaningful action c) use the outcomes of adverse events to inform leaning and improve outcomes for people d) use the clinical governance systems to ensure accurate recording of details of clinical risk and the measures in place to minimise risk e) ensure that plans of care to minimise clinical risk are communicated effectively with relevant staff teams. This is to comply with Regulation 4(1)(a) of the Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011 (SSI 2011/210) This is to ensure that care and support is consist1. By 3 August 2026, the provider must take action to ensure that the right staff are in the right place, with the right skills, at the right time to fully support people's needs. This must include, but not be restricted to ensuring that a) effective staffing methods are in place to provide sufficient numbers of staff to meet people's health, welfare, and safety needs. b) staffing levels are flexible and can respond to changes in people’s needs. c) staff skill mix and knowledge consistently support people’s assessed needs. This is to comply with Section 7(1) and (2) of the Health and Care (Staffing) (Scotland) Act 2019 (HCSSA). This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'My needs are met by the right number of people' (HSCS 3.15) and ‘My needs are met by the right number of people’ (HSCS 3.15)..
1. By 3 August 2026, the provider must ensure that people experience a high-quality care home environment. To do this, the provider must carry out a full assessment of the environment of the home internally and externally and use the outcome to inform an environmental improvement plan that is specific, measurable, achievable, relevant, and time bound. The environmental improvement plan must be shared with the Care Inspectorate. This is to comply with Regulation 10 (2) of the Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations 2011(SSI2011/210). This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘My environment is relaxed, welcoming, peaceful, and free from avoidable and intrusive noise and smells’ (HSCS 5.18).
1. The provider should support people's wellbeing and promote good mental and physical health by supporting staff to develop their skills regarding engaging with people living with dementia. And by enhancing the range and access to meaningful activities and the local community, ensuring they reflect people's choices, preferences, and abilities. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes' (HSCS 3.14) and 'I can choose to have an active life and participate in a range of recreational, social, creative, physical and learning activities, every day, both indoors and outdoors' (HSCS 1.25).
2. The provider should ensure that people's nutrition and hydration needs are fully met by improving the management of mealtimes, including but not limited to ensuring effective staff leadership. And ensuring that people can access drinks and snacks between meals. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘I can enjoy unhurried snacks and mealtimes in as relaxed an atmosphere as possible’ (HSCS 1.35) and ‘I can drink fresh water at all times’ (HSCS 1.39).
3. To guide staff to deliver consistent and agreed care personal plans should accurately reflect any changes in people's care and support. Personal plans should be developed to fully reflect a person centred approach ensuring that details of people's preferences are detailed to guide staff to promote people's choices. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: ‘My personal plan (sometimes referred to as a care plan) is right for me because it sets out how my needs will be met, as well as my wishes and choices’ (HSCS 1.15) and ‘My needs, as agreed in my personal plan, are fully met, and my wishes and choices are respected’ (HSCS 1.23).
4. To support acceptable standards of personal hygiene for people and promote their comfort and wellbeing, the provider should ensure that accurate records are maintained to evidence that people have access to regular baths and showers and are supported with oral care. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: My needs, as agreed in my personal plan, are fully met, and my wishes and choices are respected' (HACS 1.23).
1. The provider's recruitment process should be applied consistently to ensure that current best practice guidance regarding safer staff was being followed and people were being protected. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I am confident that people who support and care for me have been appropriately and safely recruited' (HSCS 4.24).
2. To ensure that people are supported by knowledgeable and competent staff, the training plan should be strengthened using the outcomes of discussions about staff learning and development needs. Assessment of the impact training has on staff practice should be re-established. This would support better outcomes for people. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: 'I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes' (HSCS 3.14).
1. By 13 November 2025 the provider must make proper provision for social events, entertainment and activities which meet the assessed need and choice of people who use the service and are line with good practice. The provision of activities must be clearly recorded within the personal plan of the individual resident as well as the activity planner. This is in order to comply with: The Social Care and Social Work Improvement Scotland (Requirements for Care Services) Regulations, Scottish Statutory Instruments 2011 No 210: principle 3 - promoting respect and choice. This is to ensure that care and support is consistent with the Health and Social Care Standards (HSCS) which state that: “I can choose to have an active life and participate in a range of recreational, social, creative, physical and learning activities every day, both indoors and outdoors.” (HSCS 1.25).
1. By 13 November 2025 the provider must ensure they keep people safe and healthy by ensuring that at all times there are sufficient numbers of staff providing support in accordance with each person’s needs. To do this, the provider must, at a minimum: (a) revisit resident dependencies in line with safer staffing legislation; (b) Adjust staffing level provision to address any gaps identified; (c) Ensure that staff are deployed in a way that ensures residents can be fully supported by female staff should that be their preference; (d) Ensure that staff are deployed in a way that temporary or agency staff are not working in higher numbers than permanent core staff on a night shift ; (e) Ensure that breaks and staff sickness policies are re-visited with staff in a supportive manner to monitor staff wellbeing. This is in order to comply with: Section 7(1
1. To support positive outcomes for people, the provider should ensure personal care meets people's assessed needs to promote their dignity and maintain skin integrity. This is to ensure care and support is consistent with Health and Social Care Standard 1.19: My care and support meets my needs and is right for me.
1. To ensure people's voices are heard and considered, residents and relatives should have a variety of regular opportunities to provide their feedback on the service provision. This is to ensure care and support is consistent with Health and Social Care Standard (HSCS) "I am actively encouraged to be involved in improving the service I use, in a spirit of genuine partnership." (HSCS 4.7).
2. In order to enhance and improve residents care experiences, personal care records should be evidenced well and staff practice should be observed. Any improvements should be acted upon as part of the auditing process. This is to ensure care and support is consistent with Health and Social Care Standard (HSCS) "I benefit from a culture of continuous improvement, with the organisation having robust and transparent quality assurance processes." (HSCS 4.19).
3. To support positive outcomes for people, the provider should respond concerns raised in line with organisational complaints procedure. This is to ensure care and support is consistent with Health and Social Care Standard (HSCS) "If I have a concern or complaint, this will be discussed with me and acted on without negative consequences for me." (HSCS 4.21).
1. In order to keep people safe and well cared for, reference checks should be followed up robustly in line with safer recruitment guidance. This is to ensure that care and support is consistent with Health and Social Care Standard (HSCS) 3.14 "I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes." (HSCS 4.14).
2. To ensure residents are cared for by competent and skilled staff, all out of date mandatory training should be completed without delay. Nurses should be supported to attend wound care training offered to refresh their knowledge. This is to ensure care and support is consistent with Health and Social Care Standard(HSCS) "I have confidence in people because they are trained, competent and skilled, are able to reflect on their practice and follow their professional and organisational codes." (HSCS 3.14)
1. To support positive outcomes for people, the provider should ensure people experience an environment which is clean and well maintained, and has a robust quality assurance This is to ensure care and support is consistent with Health and Social Care Standard 5.22: I experience an environment that is well looked after with clean, tidy and well maintained premises, furnishings and equipment.
2. In order to keep people safe, the garden pathways should be maintained and cleared of any hazards such as trailing plants and weeds. This is to ensure care and support is consistent with the Health and Social Care Standard "I experience an environment that is well looked after with clean, tidy and well maintained premises, furnishings and equipment." (HSCS 5.22).
1. To ensure the care and support meets the wishes, preferences and needs of people if their health should decline, a personalised approach should be taken regarding anticipatory care planning. This is to ensure that care and support is consistent with Health and Social Care Standard (HSCS) "I am treated as an individual by people who respect my needs, choices and wishes, and anyone making a decision about my future care and support knows me (HSCS 3.13).