Holly Bank Care Home

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• 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 remained Good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

People’s rights and independence were promoted, and this was reflected in feedback, our observations and people’s care records. We observed people had a lot of freedom and choice within the service, and if they wished to go out this was agreed with them

One person said that they spent a fair amount of time in their room, out of choice and that the staff would let them know if anything was happening within the service so they could decide if they want to join in or not. People felt respected. Comments included, “The staff always knock on my door before coming in, just as they would if I was still in my own home.”

Care plans were documented as co-produced with people living in the home and their relatives or advocates if appropriate. A family member said, “The staff would come and say to me that they needed to attend to [person] and was that OK? They would then say in [relative’s] ear that they just needed to take him/her to their room to go to the toilet. Once in the room they close the door and deal with [relative] before bringing them back.”

A different relative said that the staff knew their family member was a late riser and they have never told them that it’s time to get up.

Care plans were detailed but we identified language could be simplified to ensure staff understood them better and they were more accessible to people, their relatives, and other stakeholders. Staff recorded activity on tablet devices which enabled them to indicate work through clicking icons as well as adding in notes for handover purposes.

Meal arrangements were flexible to suit people; menus were available, but people were also shown example plates. Cutlery and crockery were personalised to support independence, and a variety of drinks were available for people to choose from.

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.