Hollyfields

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 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.

The provider treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People we spoke with told us staff were kind. They said they felt listened to and were treated with dignity and respect. Comments included, “It is good here, the best thing I have ever done, the care is splendid, they [staff] couldn’t be any more caring, they [staff] can’t do enough. They really listen to what I say, they know me” and “Staff are always respectful, they knock my door”. People enjoyed taking part in different activities and felt they were given control of those decisions. Visitors said they were always made to feel welcome by staff and felt reassured their loved ones were in a caring environment. A relative told us, “They are brilliant here, from the top to the bottom”.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.
People told us they were treated as individuals. One person told us, “The staff know me, I don’t join the activities, I don’t want to, so they don’t push it. I like to eat my dinner at the table, but at 1pm I leave the table to watch the news, everyone knows this”. “A relative said, “The staff are very caring, I see the way they are with my husband”. Staff had access to care records which told them about peoples personal, cultural and religious needs. Each person had a ‘Getting to Know Me’ booklet about them and their life history; this enabled staff to get to know them and how best to support them.
 

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff supported people to maintain relationships that mattered to them and encouraged them to pursue their interests and hobbies. They involved people in day-to-day decisions, such as choosing what to eat or wear, and offered support when people needed help making choices. Staff promoted people’s independence enabling people to do as much as they could for themselves and supported them to make choices. One person told us, “I feel I am in control of my support needs,” reflecting the positive impact of this approach.
 

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress most of the time. People said staff listened to their needs, views and wishes and responded quickly. One person told us, “The call bell is answered very quickly when I press it” and “Staff arrive promptly to support me.” We observed how a staff member noticed a person showing signs of distress and immediately provided reassurance to help settle them. However, we also observed occasions where people were left alone in the communal lounge without interaction. One person appeared disoriented, and another asked for a drink, but no staff were available at that time to provider reassurance and support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. They offered a range of benefits to support staff wellbeing.
Staff told us they attended regular team meetings and had one-to-one sessions with their line managers, which helped them feel informed and supported. Some staff described positive experiences with leadership. One staff member told us, “If I have a problem or I’m not sure about anything, I feel I can go and ask, and they [leaders] will always listen” and another said, “I feel supported, I have a supervision on a monthly basis and have regular team meetings, I am able to contribute to the agenda”. However, feedback from some staff was they did not always feel listened to or supported. Staff were issued with and employee handbook at the start of their employment which contained useful information including flexible working, training and well-being.