Holland House

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence. This is the first assessment for this newly registered service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

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.

The provider made sure people’s care and treatment was effective by reviewing their health, care, wellbeing and communication needs with them. However, we found some areas of people’s needs had not always been recorded within the care records. For example, people’s needs around their finances had not been recorded, peoples need regarding maintaining or developing relationships had not been explored and people’s needs regarding diabetes management was not within the care plans. The registered manager and staff could tell us how these needs had been assessed and how they were working with the people to manage these areas, but records did not show this at the time of the inspection. People had not been affected by the lack of documentation, as staff and managers knew them well and were working with them to manage these areas. However, more work was needed in the records to ensure this reflected the support people had in place. People’s preferred communication methods had been assessed, and consideration had been made for people who needed additional aides to help with their understanding and communication.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.People’s nutrition and hydrations needs were met. People worked with staff to explore healthy diets and they had the opportunity to develop their skills within the kitchen. Staff monitored people’s wellbeing and encouraged healthy choices. People told us they had choice, a person told us, “Food is lovely, I like the food. We get a menu with 3 options and a healthy option.”

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.Systems were in place to ensure information about people was shared appropriately with other services when needed. The registered manager worked well with other services to share knowledge, building relationships with like-minded individuals to shared good practice.Staff worked well together and completed handovers to ensure updates on people’s health and wellbeing were clear.

The provider supported people to manage their health and wellbeing to maximise their independence, choice and control. Staff supported people to live healthier lives and where possible, reduce their future needs for care and support.Staff worked with people to help them understand their health and how the choices they make can affect them in the future. For example, discussions were held with people around topics such as, safeguarding and healthy eating to raise awareness and to support people to live healthier lives. People were supported to access a range of health care professionals when needed. A person told us, “Staff help me to see the doctor and to make doctor’s appointments.”

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves. People’s care and health was monitored by the staff who knew when to escalate concerns. Staff worked well with people to help increase their independence, working towards goals and aspirations that were achievable. For example, one person set a goal to be more confident in the kitchen. Staff told us how they encouraged this person, and how they are now proactively preparing meals for the household to enjoy daily. People were supported to gain confidence and independence; opportunities were given to people to help them progress resulting in positive outcomes for them. A family member told us, “(Person) has come on in leaps and bounds since they have been there. Things talked about in the past that they said they would never achieve and now [Name]’s done it!”

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.Consent to care was recorded within people’s care records. The provider was meeting the requirements of the Mental Capacity Act. Records included assessments of people’s capacity, and best interest decisions where required.