Holly House Residential Home

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• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 75 (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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them. People and their relatives were involved in the development of individualised care plans for people when they moved into the service. The provider ensured people’s needs were regularly reviewed and assessed. A staff member said, “We understand each person's care and support needs through their individual care plans. Before a new resident arrives, our management discusses their care plan with us and advises us on what care to provide them.”

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards. The provider used nationally recognised tools to assess and monitor people’s needs and risks, including the risk of malnutrition and pressure sores. The provider understood the importance of good nutrition and fluid intake for people and staff supported people with this where required. People’s relatives told us their loved ones had experienced positive weight gain since being supported by the service. A relative said, “I have been there at mealtimes and the food looks very nutritious and balanced and there are choices for people to choose from.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services. Staff had access to people’s care and support plans to understand people’s needs and deliver their care. The provider ensured a staff member was available to facilitate weekly visits from a healthcare professional to ensure information was made available to them and any actions were followed up as needed. A professional working with the service told us staff followed any guidance or recommendations given to them, such as increased monitoring of a person’s wellbeing.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support. People and their relatives were involved in the monitoring and reviewing of their individual health and wellbeing needs. Staff ensured people had access to healthcare professionals when required. Staff used observational tools to detect and respond to signs of deterioration in people’s health and wellbeing. The provider ensured staff had a good knowledge and understanding of people’s individual health conditions. For example, the provider checked staffs understanding of diabetes, including the signs and symptoms they should look out for which may indicate a concern and how to respond to this.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. People’s relatives told us their loved ones experienced positive outcomes as a result of the care provided by staff. For example, a person no longer needed to take medication to treat their distress and anxiety due to the support they had received from staff. The provider had systems in place to monitor people’s care. Staff attended daily shift handovers where staff shared information on people’s daily outcomes, including when people had not had enough to eat and drink for staff to make staff aware and given people additional encouragement.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment. Where people lacked the mental capacity to make decisions, the provider met with their representatives to help make decisions in people’s best interests and in line with the Mental Capacity Act.