Holly House Residential Home

On this page

• 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 has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

People received responsive, personalised care and support that met their needs and reflected their preferences. There was a happy and relaxed atmosphere at the home.

We saw people were able to follow their different, individual interests and day to day routines in accordance with their wishes and preferences. Throughout our visits people were coming and going, undertaking activities of their choice in the home and in their local community. People had very individualised bedrooms, decorated in accordance with their tastes and interests. One person proudly showed us their treasured possessions, tastefully displayed in their room. Some people chose to have keys to their bedrooms.

People lived in a home where care was provided in a flexible way that supported choice and continuity of care. People told us they got on with the staff and their housemates. One person said, “Yes, I like living here.” People said they could choose to spend time together or pursue their own interests and hobbies. A relative told us there was a family atmosphere, and their family member enjoyed the company of the other people living in the home, and liked to spend time with them. Staff supported people to maintain contact with family and friends outside the home.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to people’s individual needs. People’s communication needs were recorded in their care plans and information was provided to people in ways they could understand. This included easy read information and pictures.

People could share feedback and ideas or raise complaints about their care and support. Staff involved people in decisions about their care and told them what had changed as a result.

Everyone we asked said they would be comfortable to raise any issues about their care and support should they need to and they told us they were confident they would be listened to. The provider used easy read and pictorial information to enable people to engage in conversations about their care and support and to share their views.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

Staff understood the needs of autistic people and people with a learning disability and worked hard to ensure that typical barriers faced by people were removed or mitigated against. We heard from the team how reasonable adjustments were identified and implemented to suit 1 person’s changing needs. We saw the team had liaised with other professionals to make sure the person could continue to receive the care and support they needed in their home of many years.

Staff 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. Staff worked with people to make sure they did not experience discrimination. Staff members were clear that the service was run to best suit the needs and preferences of the people who lived there.

People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life. People were supported to set goals and make plans for their future.