Hollins Park

Updated 20 July 2019

The inspection

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

Inspection team

The inspection was carried out by an inspector, a specialist advisor and two Experts by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service. The specialist advisor was a nurse.

Service and service type

Hollins Park is a care home. People in care homes receive accommodation and nursing or personal care. CQC regulates both the premises and care provided, and both were looked at during the inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

The inspection was unannounced.

What we did before the inspection

We sought feedback from the local authority and looked at the latest Healthwatch report. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We also reviewed information we held about the service and reviewed notifications about important events which the provider is required to tell us about by law.

We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with regional director, operational support manager, registered, manager, deputy manager and 11 members of staff. We also spoke with eight people who lived at Hollins Park, nine visiting relatives and two visiting professionals.

We carried out observations at various times during the inspection, including the use of the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not give their views.

After the inspection:

We spoke over the telephone with four external professionals with experience of working with the service. The registered manager also forwarded additional information which they wanted to share with the inspector.

Updated 20 July 2019

About the service

Hollins Park is a residential care home providing personal and nursing care for 41 people at the time of the inspection in one adapted building. The service can support up to 49 people.

People’s experience of using this service and what we found:

The service went above and beyond to ensure people, relatives and associated professionals were at the heart of assessment, care planning and care delivery. People received exceptionally effective care and support from a highly skilled staff team. Outcomes were outstanding, including where previous placements had left people and their relatives in crisis.

Without exception, external professionals were extremely complimentary about the effective relationships they had with the service and about the high-quality, effective care delivered. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff, relatives and people told us unanimously and with genuine passion about the Hollins Park ‘family’ and the strong relationships built between people, staff and relatives.. Without exception we were told, and observed, that people were treated with the utmost dignity and respect. Families felt their relatives were receiving outstanding care.

People had access to an exceptional range of bespoke activities which enabled them to live fulfilled and active lives. There were numerous examples of staff’s endeavour to provide meaningful experiences and lasting happy memories. The provider had invested in an interactive projection system known within the home as ‘the magic table’ which had proved extremely beneficial both in terms of well-being outcomes and engagement during family visits.

The manager was proactive in ensuring they had a visible presence within the home and operated an open-door policy ensuring that any low-level concerns were dealt with promptly preventing escalation.

The service was exceptionally well-led by a management team whose determination and drive was to deliver an outstanding service, leading by example and fully establish the Hollins Park family shone through. The whole home approach was evident and enabled staff to develop skills transferrable to other roles/duties within the service, a clear sense of teamwork and an ‘everyone matters’ outlook. The provider had excellent systems in place to monitor and improve the quality of the service including high quality communications sharing good practice and achievement across the organisation.

People received a service that was safe, were protected from abuse and avoidable harm. Staff received training and were confident about raising concerns if needed. Accidents and incidents were recorded with managerial oversight to identify any emerging patterns to prevent recurrence. People were supported by a sufficient, dedicated and consistent staff team who knew them well. Medicines were managed and administered safely. Measures were in place to prevent and control the spread of infection.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection:

The last rating for this service was good (published 9 December 2016).

Why we inspected

This was a planned inspection based on the previous rating.