Listening and learning at Hillcrest Care Home, Catterick Garrison
Healthwatch North Yorkshire has a legal right to visit health and social care services to see how they are running – this is called an enter and view visit.
These visits are carried out by our trained staff and volunteers, who speak directly with residents, staff, and family members, and observe the environment. They are not inspections, but a way for us to listen to people’s experiences and get a first-hand look at what’s working well – and where improvements could be made.
We then write a report highlighting our findings and making recommendations based on what we’ve seen and heard. The service is given the opportunity to respond, explaining how they are meeting these recommendations or what they plan to change.
Why our enter and view visits matter
Enter and view is one of the ways we carry out our statutory duties – helping to ensure people’s voices are heard and that local care services are the best they can be.
These visits help give a voice to people who might not always be heard. They offer a fresh, independent perspective on services and give providers an opportunity to make improvements that benefit residents, staff, and families alike.
What we found at Hillcrest Care Home
The latest in our series of visits saw us go to Hillcrest Care Home in Catterick Garrison. During our time there, we spoke to residents, family members, and staff, and observed various parts of the home.
What was working well:
- Residents described staff as friendly, kind, and attentive.
- The home had good security, with controlled access for safety.
- Some rooms were personalised and included visual aids (like resident photos and emergency symbols) to support identification and safety. This was highlighted as good practice.
- A hairdresser visits every Tuesday, offering a nice touch of normality and routine for residents.
Areas to improve:
- Signage was unclear, making it difficult to locate the entrance and navigate the building.
- Odour management needed attention, with a noticeable smell on arrival.
- Mealtime support varied, with limited engagement from staff to encourage residents who declined meals.
- Flooring transitions posed a possible trip hazard due to uneven surfaces where different types of flooring met.
What’s happened since?
Following our report, Hillcrest Care Home took our feedback seriously and shared a clear action plan to address each of our recommendations:
Improved signage
They've already introduced clearer instructions at the entrance and are reviewing internal signage to help both visitors and residents navigate more easily.
Tackling odours in the home
They’re reviewing cleaning routines and ventilation systems. They've also committed to updating carpets and flooring as part of their existing Home Improvement Plan.
Better mealtime support
Staff are being reminded to gently encourage residents who initially decline meals and to act promptly to help those who may drop food—maintaining both dignity and cleanliness.
Making flooring safer
The team is assessing all raised transitions between floor types and will repair or fit safer alternatives to reduce the risk of trips and falls.
Why asking and listening helps
These actions are more than just box-ticking. They directly impact the daily experience of residents - from feeling safe and cared for to being treated with dignity and respect. By acting on feedback, Hillcrest is showing a willingness to listen, learn, and improve. And that benefits everyone.
Want to know more about Hillcrest Care Home?
You can read the full report from our visit below:
Final thoughts
We’d like to thank the team at Hillcrest for welcoming us and taking the time to reflect on our findings. As ever, we remain committed to working with care providers, families, and the wider public to ensure every voice is heard and every resident receives the care they deserve.
