Hoyland Hall Residential Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has changed to requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider did not always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. We observed staff interacting with people in a kind and caring way. Staff shared appropriate friendly banter and created a friendly atmosphere. However, we observed some institutional practices which impacted on people’s privacy and dignity. People we spoke with told us the staff were nice. One person said, “The staff treat me with respect.” Another person said, “To live here is very nice. The carers are good people.” Another person said, “It’s a very nice place, it’s a caring place, and they [staff] try to do nice things for you.”

The provider did not always treat people as individuals or make sure people’s care, support and treatment met people’s needs and preferences. They did not always take account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The service had an activity co-ordinator who interacted well with people. However, when this member of staff was not on duty, there was a lack of social stimulation and very little to occupy people. People commented they often became bored. We observed some institutionalised practices in the home such as people waiting in wheelchairs to use the toilet facilities, some evidence of shared toiletries and continence wear was not always being used for people they were assessed for. Following our inspection the provider reinstated manager daily walk rounds to ensure issues were identified and actioned in a timely way.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing. People were not supported to focus on their strengths and improve their independence. Staff and leaders worked in a task focused way which reduced choice and control for people living at the home.

The provider did not always listen to and understand people’s needs, views and wishes. Staff did not always respond to people’s needs in the moment or act to minimise any discomfort, concern or distress. We observed call bells ringing for long periods of time and had to raise this with staff as this had gone unnoticed. This led to a delay in people receiving support. Some areas of the lounge were left unattended at times which meant people did not always have access to staff if they required support. For example, some people may have required support to mobilise or require reassurance, but there were no staff available to respond to their needs. We raised these issues with the provider who took action to improve response times.

The provider cared about and promoted the wellbeing of their staff. Staff were positive about the support they received from the management team and told us they were approachable. However, the management team did not always offer daily guidance and direction to enable and support staff to deliver person-centred care. Staff told us they felt supported by the management team. One staff member said, “I have regular supervision and appraisals. They are supportive, and I feel supported by my manager.” However, most staff we spoke with told us staff morale was low. One staff member said, “Staff morale at the moments is not the best. We are finding ourselves overworked and constantly on the go without time to relate to residents on a more personal engagement.”