Archived: Holly House Residential Home

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission (CQC) 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.

People continued to be kept safe by sufficient numbers of appropriately recruited staff that had the skills and training they needed to do their job competently.

People were encouraged and enabled to make choices about their care. Decisions made by staff that affected the care and treatment of people that lacked capacity were implemented in the least restrictive way and in the person’s best interest.

People continued to be treated with dignity and their individuality was respected. Their needs were met in a timely way by a conscientious and compassionate staff team.

People were safeguarded from harm and poor practice. Risks associated with people’s capabilities to do what they could for themselves were assessed, reviewed, and acted upon to minimise the likelihood of accidents.

People’s medicines were appropriately and safely managed. People received timely treatment from other community based healthcare professionals when this was necessary. People were supported to maintain good health and nutrition.

People continued to be cared for by staff that had access to the support, supervision, and training they needed to work effectively in their roles. There continued to be good leadership with regard to the management of the home.

A relative of another person who used the service told us, "The family looked at a few homes and were impressed by this one. The home let me know when my mother had a fall. There is nothing I'm not satisfied about. The staff try to get my mother to do activities, but she has no interest." They added, "I'm confident that the home listens to people. They acted straightaway when I raised an issue."

In a recent survey relatives had provided feedback about the service. Comments included, `They [staff] do a difficult job very well' and `excellent care, good food, happy friendly service.' Care workers we spoke with demonstrated a good understanding of dementia and how to support people with dementia. People's care and support plans had been regularly reviewed.

The provider involved relatives in decisions about people's care and support and acted on their feedback.

experience of people who could not talk with us.

We observed that staff had been attentive to people's needs. Staff had encouraged people to be as independent as possible when supporting them at meal times and with their mobility. Staff referred to people by their first name and spoke in a friendly and reassuring manner, offered encouragement and praise. People relaxed and interacted with staff and other people who used the service.

A relative of a person who used the service told us that they were confident that their mother had been well looked after. They described the care as "very good" and said that "staff were friendly and compassionate." They had been involved in discussions about told their mother's care and knew how they could raise any concerns with staff and the home's manager.

Two health professionals who told us they visited the home regularly told us, "The quality of care is good. Staff are excellent with people. People's personal care and hygiene needs had been met."

We found that the home was meeting the essential standards of quality and safety.