Holbeach Meadows Care 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.

This is the first assessment for this newly registered service. This key question has been rated outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 100 (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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

People consistently told us they felt comfortable, valued, and well cared for by staff who understood their needs and treated them with genuine warmth. People described staff as kind and respectful, particularly during personal care. One person said,“If they help me with a shower they will always have a towel nearby to cover me as soon as they can. They do make sure the door is shut as well. I feel alright with them.”Another person told us,“We have a good laugh together when they help me. I feel at ease with them. They will make sure the curtains and doors are shut. I pull their leg.”These comments reflected the trusting relationships and relaxed, dignified atmosphere created by staff.

People were supported to maintain their dignity and independence. One person said,“They allow me to wash as much as I can and they always shut the doors. They knock on your door before they come in and they wait to be asked as well, which I appreciate.”Another added,“I feel comfortable with the staff when I have a shower. They have never done anything that has made me upset. They will always knock on the door and wait for an answer before they come in my room.”

Relatives spoke highly of the compassionate care provided. One family member said,“Very caring and couldn't be kinder. My [Name] looks better than they did when I was being ‘frazzled’ looking after them.”Another relative told us,“I leave the room when they need to change and clean him. He doesn’t seem distressed by any of the staff.”

Staff went above and beyond to support people in maintaining meaningful relationships with their families. During Christmas, the service created personalised gifts for families, including baubles and cards featuring photographs of people taken against festive backdrops. These thoughtful gestures helped families feel connected and celebrated the individuality of each person. Families were also invited to events such as quiz nights and Christmas celebrations, reinforcing the home’s inclusive and family centred ethos.

This culture of kindness and dignity extended beyond care tasks, it was embedded in every interaction. Staff consistently demonstrated emotional intelligence and sensitivity, adapting their approach to meet individual preferences and ensuring people felt safe, respected, and valued. One visitor described how the team responded when a person became unsettled, saying, “Staff and management truly pulled out all the stops to tailor their stay more closely to their needs and preferences,” which helped the individual settle and reassured the family. Another relative shared that, “Even staff which you don’t see regularly still know the residents and give exceptional care,” showing that compassion and attentiveness were consistent across all roles and not limited to direct care staff.

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff consistently demonstrated a deep understanding of each person’s background, culture and protected characteristics, and used this knowledge to deliver truly person-centred care.

People told us they had full control over their daily routines. One person said,“I can get myself up, I usually get up about 7am and can get myself dressed. The staff do look in to see if I am up. It is up to me where I go in the day. I might sit here or if the weather is nice I can go outside.”Another person told us,“I decide what I want to wear and when I get up and go to bed. They don’t make me do anything I don’t want to.”

Staff took time to get to know people well. Families were invited to complete detailed “Get to Know Me” packs, which were regularly updated to reflect people’s evolving preferences and life stories. This enabled staff to build meaningful relationships and provide care that respected each person’s identity.

Weekly, a mobile shopping trolley was brought around the home, allowing people to choose their own toiletries and personal items. Twice a year, an external pop-up clothing shop visited the home, giving people the opportunity to browse, try on, and purchase clothing of their choice. This supported autonomy and dignity in personal appearance.

Activities were adapted to suit all levels of ability. A puzzle club used projected crosswords on the television, with clues read aloud to support those with visual impairments. Floor-based Scrabble using large A4 tiles enabled visually impaired residents to participate fully in group games, fostering inclusion and engagement.

Couples were supported to maintain their relationships and routines. While married couples shared rooms where this was their preference, their privacy was respected during personal care. Staff recognised when one partner was experiencing stress due to caring responsibilities and responded sensitively to ensure both individuals received appropriate support.

People were empowered to take the lead in community events. During seasonal celebrations, people chose the games, decorated the venue, counted sweets, baked cakes, prepared tombola stalls and ran them. They also delivered flyers in the local area, demonstrating a strong sense of ownership and pride.

Festive occasions were shaped entirely by people. At Christmas, people made cakes, prepared vegetables, and decided how they wanted to celebrate, including choosing the menu and activities. On New Year’s Eve, people opted for a “fake midnight” celebration, allowing them to enjoy the festivities without needing to stay up late. The event included a buffet and was planned and hosted by people themselves. Events such as baby showers for staff were inclusive and joyful, with people actively participating.

This outstanding approach to treating people as individuals was embedded in the culture of the service. People were not just cared for, they were respected, empowered, and celebrated for who they are.

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.

People consistently told us the service went above and beyond to promote their independence, choice, and control. Staff demonstrated an exceptional commitment to enabling people to live as independently as possible, always respecting their preferences and supporting them to make meaningful choices about their daily lives. People described how they were able to be as independent as they wished, with one person telling us, “I could be as independent as I liked. I didn’t really need any help, so it was great.” Another person said, “I enjoyed walking round the garden. They tried to do things for us to keep us busy,” highlighting the encouragement to stay active and engaged.

The service excelled at supporting people to maintain relationships and participate in meaningful activities both within and outside the home. One person told us, “I really enjoyed reading and we had a very good library here. I liked to go and pick out a new book to read.” A relative described how their family member recently celebrated a special occasion, saying, “[Name] recently had their 95th birthday and after being visited by family in the afternoon, they had a buffet tea and a birthday cake with the other residents and thoroughly enjoyed their day.”

People’s well-being was further supported through creative and thoughtful activities. For example, one person told us, “We have got two rabbits here and I really enjoy watching them. They will bring them in here and sometimes we have them on our laps. It is good fun. I am quite happy sitting and watching the rabbits.” This demonstrated how the service recognised the importance of animal companionship and sensory experiences in enhancing people’s emotional well-being and providing comfort and enjoyment.

The service was exceptionally responsive to feedback and demonstrated a culture of continuous improvement. For example, following suggestions at residents’ meetings, staff introduced new opportunities for people to go out, and families were encouraged to join these outings, enabling people to spend quality time together even when mobility was a challenge. Staff were proactive in identifying and removing barriers to independence, regularly reviewing care and support plans to ensure people’s needs and wishes were fully met.

People told us they felt listened to and respected, and staff always tried to accommodate their requests, even when this required extra effort or creativity. The service held regular lifestyle team meetings to review feedback, celebrate successes, and plan future activities, ensuring the service remained dynamic and responsive to what mattered most to people. As a result, people experienced a vibrant, inclusive environment where their independence, choices, and control were consistently promoted and celebrated.

The provider was exceptional in how they 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 consistently told us staff were highly responsive and attentive, ensuring support was provided exactly when it was needed.

Where people could not communicate their immediate needs, staff monitored them closely and assessed their needs to try and pre-empt any issues. For example, staff identified one person often became distressed at night. Through careful observation, they discovered this was because the person was hungry. Staff began keeping soup available for the person and, when the person woke in the night, they offered them the soup. This thoughtful and proactive approach reduced the person’s distress, enabled them to return to sleep, and meant they woke feeling ready to start their day.

People told us staff responded very quickly to their call bells and requests for help. One person said, “I did have a fall recently when I was getting ready for bed. I fell in the bathroom, but I really don’t know how. I called out for help, and they came immediately. I didn’t hurt myself, I just needed help to get up again.” A relative also told us, “When you need them they soon come to you.” Staff were alert to any potential risks, as demonstrated when a door alarm sounded and key staff responded immediately to the emergency, while ensuring other people in the service remained supported and safe.

This highly responsive and person-centred approach ensured people felt safe, reassured, and confident their immediate needs, whether physical, emotional, or practical, would always be met without delay. The service’s culture of vigilance, empathy, and proactive care consistently promoted people’s well-being and peace of mind.

The provider always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The provider was exceptional in promoting the well-being and enablement of the workforce, creating a culture where staff felt valued, supported, and empowered to deliver outstanding care. Staff well-being was prioritised, and this had a direct, positive impact on the experiences of people using the service. A relative told us, “I get the impression that the staff are happy and that rubs off on the residents. We actually enjoy coming in and we have got to know the staff as well.” This reflected the strong sense of community and mutual respect that was evident throughout the service.

Staff achievements and contributions were regularly recognised and celebrated. The service held staff appreciation days, where chocolates and notes of gratitude were shared, and a ‘Wow wall’ encouraged team members to post messages of thanks and recognition for colleagues who had supported them. These messages, along with team member of the month nomination forms, were saved and given to staff in their Christmas cards, accompanied by a small gift, to show how much they were valued. Staff also received birthday cards signed by colleagues and people, and the service celebrated achievements with certificates, gifts, buffets, and special treats such as ordering in pizzas.

This culture of appreciation and recognition fostered high morale and a sense of belonging among staff. Team members were encouraged to support and celebrate each other, which strengthened relationships and created a positive working environment. Staff told us they felt appreciated and motivated, and this was reflected in the high quality of care provided to people living at the service.

By investing in staff well-being and enablement, the provider ensured people received care from a motivated, enthusiastic, and compassionate team. The provider’s commitment to valuing and empowering staff was evident in the consistently positive feedback from both staff and people using the service, creating an environment where everyone felt respected, supported, and able to thrive.