Holly House Residential Home

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.

People were always treated with kindness, empathy and compassion and staff respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Throughout our visits we observed staff treated people with kindness and affection. People told us they were treated with respect. Throughout our visits we observed staff interacted with people to provide inclusive and person-centred care.

People were treated as individuals and the provider made sure people’s care and support met their needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. People were able to follow their own routines which included occupational and leisure activities.

Staff supported people to set goals and achieve them. This included taking part in day activities and employment. We saw people took part in individual activities when they chose to. For example, one person went out to an evening social club. One relative told us, “Staff know [family member] so well, what they like but more to the point, what they don’t.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care and wellbeing. People were supported to have control over their day to day lives.

People decided what activities they wished to take part in. One person told us what they had chosen to do, and we saw staff supported them in their chosen outing. Where people favoured routines, staff respected this. People were able to spend time with others who were important to them, and staff supported people to maintain friendships and family relationships.

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.

People told us they felt listened to and their feelings were respected. One relative told us they admired the way staff knew how to respond to their family member, explained things and supported them.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt well supported and listened to and liked the family atmosphere in the service. Some staff told us they really liked their jobs and had worked in the service for several years, and felt well supported.