Holbeach Meadows Care 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.

This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

This service scored 86 (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 good at making sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The service was good in delivering person-centred care, ensuring people were at the heart of decisions. People were involved in planning their care, and staff worked closely with them and their families to ensure care was tailored to individual needs, preferences, and wishes. A relative told us, “They speak to me on a regular basis about [Name’s] care plan. I feel that I am fully involved and up to speed with everything. I feel all the staff are approachable and I can talk to any of them about [Name].” This demonstrated the service’s commitment to open communication and partnership with families.

People’s choices and routines were respected and enabled. People told us they could have a bath or shower whenever they wanted, with one person saying, “I can have a shower whenever I want one which is lovely,” and another commenting, “I have a shower every day. It is what I am used to.” Staff ensured people’s health and comfort were proactively managed; for example, pressure mattresses were set according to people’s weight, checked daily, and logged on the electronic care system, with all actions documented and reviewed regularly to ensure the highest standards of care.

Staff were skilled in supporting people’s social and emotional well-being. They took time to understand each person’s interests and preferences, recording these in care plans and using this information to encourage participation in activities and to help people form friendships with others who shared similar interests. Staff recognised when people needed encouragement or time to feel comfortable and adapted their approach accordingly, always respecting people’s choices.

Dignity and independence were promoted in every aspect of care. Staff responded discreetly and promptly to people’s needs, such as when a person indicated they wanted to use the toilet or needed support with personal care. When people removed clothing in public areas, staff acted sensitively to protect their dignity, using screens if needed and considering whether the person was hot or uncomfortable. This thoughtful approach ensured people felt respected and safe at all times.

Staff demonstrated understanding and skill when supporting people living with dementia. They interpreted behaviours as a form of communication, considering whether someone might be hungry, thirsty, or in pain before taking further action. When people were distressed, staff prioritised non-pharmacological interventions and only used calming medication as a last resort, recognising there was always a reason for someone’s distress and seeking to address the underlying cause.

This personalised and responsive approach ensured people consistently experienced care that was respectful, flexible, and empowering. People’s independence, dignity, and well-being were promoted at every opportunity, and the service’s commitment to person-centred care was evident in the positive feedback from people, their families, and staff.

The provider demonstrated a strong understanding of the diverse health and care needs of people and their local community, ensuring care was joined-up, flexible, and supported choice and continuity. Staff worked collaboratively across departments and with external professionals to deliver consistent and person-centred care.

People experienced smooth transitions into the service, with comprehensive assessments completed on admission and regularly reviewed to reflect any changes in health, wellbeing, or preferences. Staff worked closely with people and their families to ensure care plans remained appropriate and responsive.

The service maintained effective communication with healthcare professionals, including GPs and nurse practitioners, to support timely interventions and continuity of care. Clinical review meetings were held to discuss people’s health needs and agree on actions, such as medication reviews or referrals, ensuring care remained aligned with best practice.

Staff were proactive in identifying and responding to changes in people’s needs. For example, when a person’s ability to engage in a preferred activity was impacted by the environment, staff adapted the layout to support continued participation without compromising social inclusion.

People and their families told us they felt involved and informed about care decisions. Staff were described as approachable and responsive, and relatives appreciated being consulted regularly about care plans and any changes.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service was effective in ensuring people received accessible, timely, and appropriate information to support their care and daily living. Staff understood the importance of communication and adapted their approach to meet individual needs and levels of capacity.

When people received letters or post, staff followed Mental Capacity Act (MCA) principles to support them appropriately. Where people had capacity, staff offered to read the letters with them and supported them to understand the content. For those who lacked capacity, this was clearly documented in their care plans, and staff acted in accordance with their best interests and known wishes.

The service also provided accessible information in formats that supported understanding. For example, an easy-read guide about staying safe during a heatwave was created and displayed on the information boards, ensuring people had access to important health and safety advice in a format they could understand.

This approach demonstrated the service was responsive to people’s communication needs and committed to ensuring everyone had the information they needed to make informed choices and feel included in their care.

The provider was exceptional at enabling people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff always involved people in decisions about their care and told them what had changed as a result.

The service demonstrated an exceptional commitment to listening to and involving people in all aspects of their care and daily life. Regular and proactive communication with relatives was embedded in practice, such as contacting families when an individual was ‘Resident of the Month’ to check for any concerns or suggestions. Relatives consistently reported the registered manager and staff were responsive, approachable, and effective in addressing any issues raised. This ensured concerns were listened to and resolved promptly. People themselves expressed confidence in voicing their views, knowing staff would take action in response to their feedback. For example, when a person raised concerns about the comfort of their mattress, staff discussed options and supported them in finding a suitable solution.

Residents’ meetings were held regularly, providing a forum for everyone to share ideas and suggestions. When a person suggested the installation of a call bell in reception to improve access after-hours, the service responded swiftly by installing the bell and displaying informative posters. Relatives’ meetings were thoughtfully scheduled at convenient times, such as evening gatherings with cheese and wine, creating a welcoming environment for open discussion and social interaction.

People were actively involved in shaping both the activity programme and the menu. Themed days and special events were inspired by people’s interests and feedback, whether through armchair travel menus, festival-themed celebrations, or decades days. The menu was based on traditional British favourites but also incorporated dishes suggested and enjoyed by people, such as ‘Michael’s Fried Chicken’, which was introduced following enthusiastic feedback. When concerns were raised about the quality of certain foods, the service organised a tasting session, enabling people to sample and vote on new suppliers, with the majority choice being adopted.

The approach to engagement was creative and inclusive, with people helping to plan events like the Summer Fayre, choosing themes for activity days, and suggesting games and entertainment. This culture of listening and involvement ensured everyone felt respected, included, and empowered to influence their care and daily life. By celebrating individuality and fostering a strong sense of community, the service delivered truly person-centred care that went beyond meeting needs and created a vibrant, supportive environment for all.

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

The service demonstrated a strong commitment to promoting equity in access to health and care support for all people. Staff ensured any medical issues were promptly communicated to senior carers, who took responsibility for contacting the relevant medical professionals and keeping families informed. As one relative commented, “If [Name] has any medical issues, they will mention this to the senior carers who will then ensure that the relevant medical professionals are contacted and they will also contact myself to let me know.”

People and their families were supported to access healthcare appointments in a way that suited their individual circumstances. Families were encouraged to accompany people to appointments whenever possible, but when this was not feasible, staff arranged suitable transport and a team member would accompany the person to ensure they were supported throughout. After appointments, staff made sure to ask for information about what had happened, obtained discharge letters, and shared relevant updates with families so everyone remained fully informed.

This approach ensured people’s health needs were met in a timely and inclusive manner, and both people and their families felt involved and supported. By working flexibly and maintaining open communication, the service promoted equitable access to healthcare and demonstrated a clear commitment to person-centred care.

Staff and leaders were innovative in how they listened to information about people who are most likely to experience inequality in experience or outcomes. Staff and leaders actively used this information to provide exceptionally tailored care, support and treatment in response to this.

The provider demonstrated an exceptional commitment to ensuring that all people received equitable care, support, and outcomes, regardless of their background, needs, or circumstances. Staff actively looked for people who might be at risk of being treated unfairly or left out. They adapted their care to make sure everyone felt included, respected, and able to make their own choices.

Staff consistently listened to people and their families, using feedback to shape care and improve experiences. They recognised when people needed additional support and responded with sensitivity and creativity. For example, when a person was unable to complete their jigsaw due to others occupying the space, staff worked with the family to find a solution that maintained the person’s engagement without isolating them, moving the activity to a more accessible area while preserving social interaction. In addition, exercise sessions provided could be completed by people who were unable to stand independently.

The service promoted inclusion through meaningful engagement and personalised care. People were supported to maintain relationships, celebrate their identities, and participate in activities that reflected their interests and values. Staff understood the importance of emotional wellbeing and took steps to ensure people felt safe, valued, and connected. For example, a relative told us how staff had supported their loved one when they had moved into the home with a decreased appetite. Staff recognised that the person’s appetite had declined and took steps to encourage social engagement during mealtimes. By supporting the person to eat alongside others in a relaxed and inclusive setting, their interest in food improved and they regained their appetite.

People who were cared for in bed or preferred to stay in their bedrooms were equally supported in accessing meaningful activities. Staff ensured that engagement was not limited to communal areas by thoughtfully bringing experiences directly to individuals' rooms. For example, the home's two rabbits were regularly taken around to visit residents in their bedrooms, offering comfort, stimulation, and a sense of connection. This inclusive approach helped ensure that everyone, regardless of mobility or personal choice, could enjoy enriching interactions and feel part of the home's community.

Leaders actively used information about people who may be more likely to experience inequality, such as those living with dementia, communication difficulties, or reduced mobility, to adapt care and ensure outcomes were positive and consistent. Staff were trained to recognise and respond to individual needs, and care plans reflected a deep understanding of each person’s preferences, strengths, and challenges.

People consistently told us they felt listened to, respected, and supported to live fulfilling lives. Families echoed this, describing the care as compassionate, inclusive, and above and beyond expectations.

This culture of equity, empathy, and responsiveness ensured everyone, regardless of their circumstances, experienced high-quality care and support. The provider’s approach was not only inclusive but truly outstanding in its ability to deliver equitable outcomes for all.

People were given exceptional support to plan for important life changes, so they could make informed decisions about their future, including at the end of their life.

The service demonstrated an outstanding commitment to supporting people and their families in planning for the future, ensuring everyone was empowered, informed, and treated with dignity and compassion throughout their journey. People were supported to understand how to legally prepare for times when they might no longer be able to make decisions for themselves. The registered manager arranged for a solicitor to visit the home annually, so anyone who wanted advice could access it. This included support with preparing or updating wills and putting powers of attorney in place, ensuring people’s wishes were respected and legally protected.

The quality of end-of-life care and future planning was consistently praised by people and their families. One relative shared, “[Registered manager] supported me and my family when we decided what we wanted and requested for my relative… I personally would rate the care, attitude, understanding and empathy for my relative and the family very high.” Another relative, who had both parents living at the home, described the kindness and sensitivity shown by staff when one of their parents passed away: “When [name] passed away one of the carers who had got to know them well, dressed them in their favourite jumper. When we went in to see them, they looked really peaceful. She had taken really good care of them.”

Families frequently expressed their gratitude for the exceptional care and support provided during the most difficult times. One family wrote, “We would like to thank all the staff at Holbeach Meadows Care Home for the absolutely amazing care and compassion that was shown to [Name] during their time with you. I myself see how brilliant the facilities and staff are to all the residents. During [Name’s] final days everyone went above and beyond to show how much they genuinely cared about [Name]. All the staff including the chef came along to chat to them, knowing that they could not chat back. The faultless care and respect shown to them and the family. Nothing was too much trouble… Your staff took the time to answer any questions we had…It was a pleasure to spend [Name’s] final days with them in such an amazing home. It most definitely made a very hard sad time the best it could be.”

Another family wrote, “We would like to express our most sincere thanks for the care and support you gave to [Name] during their stay at your wonderful care home and the amazing kindness you showed to us during their final week. We are so grateful to have been able to spend that time with them. Thank you for enabling their final wishes to be carried out.” Yet another family shared, “You gave [Name] the final days they would have wanted. To leave without pain and with their dignity. They hoped to feel safe and secure, and they did. [Staff] showed them immense love and compassion. They expected to receive professional care, but you demonstrated flexibility and resourcefulness in smoothing their path. They arrived as a resident but were surrounded by friends. We know there were so many steps, factors and actors in their journey. Holbeach Meadows Care Home is an exceptional place. You went beyond the normal, the expected, you went the extra mile, and did it all with an extra smile… You gave them the best possible ending.”

A further relative wrote, “I just wanted to take a moment and express my extreme gratitude and appreciation for everything the staff did in the last few weeks for [Name]. They went above and beyond to make it as comfortable as possible. In particular [Staff member] for being there and comforting myself and the family in [Name’s] final moments.”

The service also recognised the importance of supporting families through bereavement. When someone passed away, the home marked their passing with sensitivity and respect, such as making an announcement and raising a toast at lunchtime, creating a memory table and tree, keeping a condolences book, and, if families wished, sharing a tribute on the home’s Facebook page. The registered manager provided family members with an information booklet on what to do next, including guidance on registering the death and notifying relevant organisations, helping families focus on essential tasks during a difficult time.

Staff worked closely with other healthcare professionals to ensure person-centred care, including reviewing medicines and making changes where appropriate to support comfort and dignity at the end of life.

This outstanding approach to planning for the future ensured people and their families felt fully supported, respected, and empowered. The service’s dedication to compassionate, person-centred care, and its willingness to go above and beyond, created a culture where people’s wishes were honoured and their final days were marked by dignity, comfort, and genuine care.