Holland House

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 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.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.We observed staff treating people with dignity and respect. Interactions were kind and people seemed happy with the care provided. People told us the staff were caring. A person commented, “All kind and caring.” With a family member telling us, “We couldn’t ask for more, all the staff are amazing.”Staff worked well together, which was reflected by the calm atmosphere in the service. Staff told us they always treated people with kindness. A staff member said, “We always treat people how we would like to be treated.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.Staff and managers spent time to get to know people and to understand their individual preferences. Their knowledge of people was reflected in how they spoke about people, giving details of people’s likes and dislikes and how they met their individual needs. Additional work was ongoing to develop personalised activity plans which considered peoples abilities, culture and backgrounds to help support peoples’ individual goals while ensuring people had choice.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People were supported to have choice and control over their care and make day to day decisions about all aspects of their lives. It was important to staff to ensure people had choice and that they could live their lives how they wanted. A staff member told us, “We give people choice and access to a variety of things and activities, but people choose how they spend their days. We try to help people live a normal life.”Activities were tailored to each person’s interests, with a dedicated staff member working with them to fully explore their goals and aspirations. Opportunities had been given for people to try new things and staff encouraged people to do this. The Program Facilitator for the service was passionate about ensuring people had control of their lives and worked hard to resource more ways people could be independent and reach their goals.

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.Staff knew the people well and observed for any signs of pain and discomfort. Care plans had been developed which explained how people expressed if they were in pain or distress so staff could respond quickly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.Managers ensured they were onsite daily to support their staff team. Staff told us the managers were approachable, and they could talk to them and ask their advice. Managers were flexible when staff made requests, and they were supportive when personal matters affected their working lives. A staff member commented, “Managers are supportive of staff, I feel listened to, and I can go to them with anything.”