The Hollies

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 85 (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 was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Throughout our assessment we saw numerous examples of how the staff worked to provide people with the tools to increase their independence. A relative told us their family member had been ‘Enabled’ to be more independent by the staff’s approach towards them. They told us the person had a range of options for different activities which they had not had before. As a result the person had achieved a number of significant personal goals, this included a simulated sky dive and going away on holiday. They were also supported to plan different aspects of their care such as planning the renovations to their living space. All the people living at the service had been supported to widen their social circle by being attending different events with other people who lived at other home from home locations. This included attending football matches, going out for lunch and drinks with people who shared their social interests.

Everyone who lived at the service had their care planned in an individualised and person centred way. One person had been supported to travel on public transport, something they had not been able to do before due to their anxiety. The person’s family had wanted them to go on holiday with them to Disneyland in Paris. The person loved theme parks and the trip took a great deal of planning as the person would need to use buses and trains in their journey. We saw how staff worked to achieve the goal using incremental processes to increase the person’s confidence in using public transport until they were able to take the trip successfully. Their relative told us, “Two carers took [Name] on Eurotunnel and took them to Disneyland. Those carers were amazing and went over and above. Everybody involved with HFHC were fantastic and the trip was thoroughly enjoyable.”

People’s rights were supported by staff at the service. People and their relatives were involved as much as possible in decision making. One relative also told us their family member had their own advocate and they, the relative and staff worked together with the person to ensure their rights were upheld.

Throughout our conversations with staff there was a real sense of their commitment to the people they supported. They fostered their engagement, celebrated their achievements and discussed the things they had planned with people to further enhance their daily lives.

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.