About
Welcome to Hilldales
You are guaranteed a very warm welcome at our care home, based in Ilfracombe on the glorious North Devon coast.
Our homely residential service offers 24-hour care and support to people with chronic and enduring mental health disorders. Our fully trained teams are specialists in substance misuse management and Korsakoff’s dementia. We are proud of our unique model of care, which centres on therapeutic interventions for people living in our homes.
We aim to provide the tools to help them maximise their potential and live their best lives. This can include individual and group psychotherapy and counselling sessions, touch therapy, music and other creative arts therapies, a full range of tailored activities, and support to attend abstinence meetings and clinics, all with the overall aim of providing the care that matters to the individual.
We can support a limited number of complex cases and will take people in active states of addiction.
Due to our specialist status, we accept service users from a wide geographical area across the UK. Our weekly fee rate starts at £1350. We can accept referrals from the NHS, local authorities, self-referrals, or an individual’s nominated representative.
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.