Archived: The Hollies

Updated 12 March 2016

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

This inspection took place on 21 January 2016 and was unannounced. One adult social care inspectors, a specialist advisor in governance and an expert-by-experience who had experience of people living with dementia carried out the inspection. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service

Before inspection providers are asked to complete a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We did not ask the service to provide us with a PIR prior to this inspection. We contacted the local authority and Healthwatch. We were not made aware of any concerns by the local authority. Healthwatch feedback stated they had no comments or concerns. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England.

At the time of our inspection there were 25 people using the service, three were in hospital. During our visit we spoke with nine people who used the service, six relatives and seven members of staff which included the registered manager. We observed how care and support was provided to people throughout the inspection and we observed lunch in the dining room. We looked at documents and records that related to people’s care and the management of the home such as staff recruitment and training records and quality audits. We looked at eight people’s care plans and medication records.

Updated 12 March 2016

This inspection took place on 21 January 2016 and was unannounced. At the last inspection in April 2014 we found the provider was meeting the regulations we looked at.

The Hollies provides care and support for up to 28 older people; some who are living with dementia. The service had a registered manager. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

During our visit we saw people being well cared for. We observed staff speaking in a caring and respectful manner to people who lived in the home. Staff demonstrated they knew people’s likes and dislikes.

There was a happy and friendly atmosphere. People enjoyed the company of staff who often sat and chatted to them. People told us the service was caring and they received person centred care

We found the service was meeting the legal requirements relating to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). People’s care records demonstrated that all relevant documentation was securely and clearly filed.

People told us they felt safe. Staff had a good understanding of safeguarding vulnerable adults and knew what to do to keep people safe. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines safely.

We saw the provider had a system in place for the purpose of assessing and monitoring the quality of the service. Records showed the provider investigated and responded to people’s complaints, according to the provider’s complaints procedure. People spoken with told us they had no concerns about their care and support.

People had a good experience at mealtimes. The home met people’s nutritional needs and people reported they had a good choice of food. People received good support that ensured their health care needs were met. Staff were aware of and knew how to respect people’s privacy and dignity.

Staff knew people well and understood how to meet people’s needs. People were involved in making decisions about their care. Care planning and assessment was generally effective. People engaged in social activities and the provider was looking at how these could be broadened.

There were enough staff who were skilled and experienced to meet people’s needs. Staff were supported to do their job well. Robust recruitment checks were carried out before staff started working at the home. There was an on-going training programme in place for staff to ensure they were kept up to date and aware of current good practice.

The service had good management and leadership. The home’s management team promoted quality and safety and had good systems in place to help ensure this was achieved. People were encouraged to share their views and contributed to the running of the home.