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‘Outstanding' care at Suffolk supported housing service

8 April 2020

A Suffolk service for people with physical disabilities has been rated ‘Outstanding’ by the Care Quality Commission for its “excellent” personally tailored care.

Residents of Hilltop House hold up the Outstanding CQC posters beside the service managerResidents Teresa Arnold (l) and Glenn Watts (r) with manager, Sam Williams

Sanctuary Supported Living’s (SSL) Hilltop House, which provides supported housing and care for up to 12 adults aged 18 and over, was awarded the CQC’s top rating after inspectors found “overwhelmingly complimentary” feedback and a commitment to high standards of care for all people.

Beyond its overall Outstanding rating, the service – which won the Putting People First / Personalisation category at the Great British Care awards 2019 (East) – was singled out as ‘Outstanding’ under the headings ‘Is the service caring?’ and ‘Is the service well-led?’, with Good ratings across the board elsewhere.

Inspectors gave particular recognition to the person-centred culture of the service, with staff having an “excellent understanding” of each person’s individualised care plan and personal preferences.

Feedback from one resident read: “Everything is good. They care above and beyond, nothing is too much trouble.”

The report notes activities like an “empowering” meeting for residents to discuss their sexual expression, understand sexual terms and learn mutual respect for differences. A disability day event saw care staff spend a day in a wheelchair to help them emphasise with residents’ day-to-day experiences.

Area service manager Emma Warren said: “We were absolutely thrilled to hear Hilltop House had been awarded the Outstanding rating amidst such a trying time for our residents and our staff.

“All our staff should feel very proud of their accomplishments and we will continue to work with our residents to find new ways we can empower them to.”

Hilltop House is the fifth Sanctuary Supported Living service to receive an ‘Outstanding’ grade.

We were absolutely thrilled to hear Hilltop House had been awarded the Outstanding rating amidst such a trying time for our residents and our staff.

Emma Warren, Area Service Manager

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