Holland House

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 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 made 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.Care plans were person centred, and staff displayed a positive culture of putting people first. Care was planned around people’s needs, wishes and daily lives. The registered manager oversaw the care documents to ensure these were reviewed and updated if people’s needs changed. While some of these care plans still needed development in some areas to provide more detail, a consistent staffing team ensured people were cared for and that any changes to need was identified quickly.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.The service worked well with local partners and were able to source additional support when people’s needs changed. Managers and staff had a good understanding of how to support people with learning disabilities and autism, providing specific training in this area to reflect the diverse needs of the people. People and family members told us there was continuity of care with the staff team. A family member said, “Staff know (relative) well, staff have been consistent, there is not a high turnover.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The service appropriately identified people’s communication needs and ensured staff were able to meet these. Additional resources were in place where needed, to help increase people’s ability to understand and communicate. For example, easy read documents were provided, and pictorial signage was in place.Families told us they were kept up to date about their family members and about any changes in the service. Newsletters were sent out on a regular basis to show updates and staff contacted family members to update them when needed. A family member said, “It’s good (the care), they ring us up if anything happens.”

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.People, staff and families told us the managers were approachable, and they could raise concerns or give feedback about care at any time. They knew there was a complaints procedure in place and were confident that any concerns would be followed up and action would be taken to address any issues.The provider sought feedback from people and their families, meetings were held to have open discussions about care and families were invited into the service to take part in these. Surveys were also sent to family members to feedback on care. Staff involved people in decision making and supported them in meetings to discuss their day-to-day care and have their voices heard. Everyone had the opportunity to speak and give ideas on what needed to improve or what was working well in the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.There were no barriers to people accessing the service or their care and support. Out of hours support was in place, covered by the management team to ensure staff always had access to support.

Staff and leaders 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.Care staff had undertaken equality and diversity training. Staff, people and family members did not identify any concerns about discrimination.

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.Staff supported people to understand life changes and tried to educate people in areas that affected them so they could make informed decisions about the future. For example, topics such as the menopause was being discussed with those who needed support in this area, so they could understand how this may affect them.