Holmlea Care 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 inspection we rated this key question as good. At this inspection the rating has remained a good. This meant people were supported and treated with dignity and respect and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect. Staff consistently developed warm, trusting and meaningful relationships with people and their relatives, creating a culture where people felt genuinely valued, respected and cared for. Feedback from people and relatives was overwhelmingly positive. People told us staff were kind, caring, helpful and respectful, and that they trusted them to provide good care. We observed staff supporting people in an unhurried, compassionate and respectful way. For example, we saw a staff member consistently but discreetly support a person to take rest stops, which reduced their risk of falling. Staff were friendly, polite and attentive, taking time to understand people’s needs, preferences and wishes.

Relatives described staff as “warm, friendly, approachable, highly knowledgeable and deeply caring” and said they were always made to feel welcome. One relative told us, “We are made to feel like part of the family,” and praised the kindness shown during a difficult transition into the home. Another relative said their family member’s increasing dementia was “always met with kindness and gentle persuasion.” Relatives consistently highlighted staff’s caring approach, their efforts to get to know people well and their commitment to ensuring people received personalised support, which promoted their well-being and dignity.

The provider’s own quality assurance processes demonstrated exceptionally positive feedback about the caring culture within the home. All respondents to the service’s quality questionnaire agreed that people were treated with compassion, kindness, dignity and respect, and 100% said they would recommend the service to others. Comments included, “The staff are lovely, always helpful, and keep us informed,” “Staff made my Mam feel at home here,” and “The staff superb, an asset to be proud of.”

Staff understood the importance of protecting people’s dignity and human rights. The provider promoted dignity, respect, equality and autonomy through care planning, staff training, supervision and day-to-day practice. Staff demonstrated empathy in the way they supported people and showed a strong commitment to ensuring people remained at the centre of decisions about their care and support.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.