You are here

The Hollies - Care Home Requires improvement

Inspection Summary

Overall summary & rating

Requires improvement

Updated 11 July 2019

About the service: The Hollies is a residential care home. The service offers accommodation and personal care to people aged 65 and over and people living with dementia. At the time of the inspection 43 people were using the service.

People’s experience of using this service: People did not always receive their medication as prescribed. Risks to people were not effectively mitigated. The nurse call system was not in working order meaning people's sensors mat could not work effectively. This meant people could be left at risk of harm as staff would not be alerted.

Accident and incidents were not recorded and logged correctly meaning they could not be effectively monitored. At times, people were unsupervised, and we observed them carrying out unsafe activity. This was not observed by staff, as they were busy elsewhere. There was concern from staff about staffing levels, however people who used the service told us there was enough staff available.

We have made a recommendation about staffing.

Further work was required to help people with dementia make choices regarding their meals. Monitoring records were not consistently completed, meaning effective monitoring could not take place. People were supported by staff who were trained and supported in their roles he premises were designed and decorated taking account of the needs of people with dementia.

We observed mixed interactions between staff and people who lived at the service. We saw some staff offering people reassurance in a caring manner. However, we also saw some staff supporting people with tasks and not speaking to the person first. People told us staff were kind and caring.

Care plans were not regularly reviewed and did not always reflect people’s needs. Activities were available to people if they chose to participate.

Meetings were held with people, staff and relatives to engage them in the running of the service. Feedback was gathered from people in surveys, however it was not always correctly analysed. Governance systems had failed to address areas of concern identified at inspection. The provider had developed an action plan, although extensive it had failed to address all areas identified at inspection.

Details of the action we have asked the provider to take can be found at the end of this report.

Rating at last inspection: At the last inspection the service was rated good (Published 18 April 2018).

Why we inspected: This inspection was brought forward due to information of risk and concern.

Enforcement: We identified two breaches of the Health and Social Care Act (Regulated Activities) Regulations 2014. Please see ‘the action we have told the provider to take’ section towards the end of the report.

Follow up: We have asked the provider to send us an action plan telling us what steps they are to take to make the improvements needed. We will continue to monitor the service through the information we receive until we return to visit as per our re-inspection programme. If any concerning information is received, we may inspect sooner.

For more details, please see the full report which is on the CQC website at

Inspection areas


Requires improvement

Updated 11 July 2019

The service was not always safe.

Details are in our safe findings below.


Requires improvement

Updated 11 July 2019

The service was not always effective.

Details are in our effective findings below.


Requires improvement

Updated 11 July 2019

The service was not always caring.

Details are in our caring findings below.


Requires improvement

Updated 11 July 2019

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 11 July 2019

The service was not always well-led.

Details are in our well-led findings below.