Holly Bank Care Home

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• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs. At our last assessment we rated this key question Good. At this assessment the rating is still Good but it was noted that the service has made several improvements to the way they meet people's needs, and those of relatives and carers. The service provides high-quality, person-centred care that effectively responds to individuals' needs and preferences.

This service scored 79 (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 Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

People said that staff, the registered manager and provider were approachable.

Although no one we spoke with had felt the need to make a complaint we received various responses to who they would complain to. Some people said they would speak with the staff member concerned directly and if the situation wasn’t resolved they would then speak with the registered manager while others said they would speak directly with the registered manager.

People felt involved in their care. Comments included, “At the moment I have a basement room which is very nice, but I would prefer one upstairs. [Registered manager] has said that I can lookat the vacant upstairs rooms with her and if there is one I fancy she will arrange for my things to be transferred.”

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service was inclusive and responsive to the needs of residents from a wide variety of backgrounds including those of different faiths and LGBTQ+ people.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.