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Inspection Summary

Overall summary & rating


Updated 30 June 2018

Hollybank House is a ‘care home.’ People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection. Hollybank House provides nursing and personal care in one adapted building for up to 30 older people, including some who may be living with dementia.

At our last inspection in September 2016 we rated the service as Requires Improvement. People who used the service were not always protected from risks associated with unsafe staff recruitment procedures and inaccurate record keeping for people’s risk assessed care needs. At this inspection we found the improvements needed had been made.

We carried out this inspection on 18 April 2018. The inspection was unannounced. There were 25 people living at the service, including three people receiving nursing care. We rated the service as Good.

There was a registered manager at the time of our inspection. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons.’ Registered persons have legal responsibility for meeting the requirements of the Health and Social Care Act 2008 and associated Regulations about how the service is run.

The environment and care equipment was mostly clean, well maintained and free from observable hazards to people’s safety. Staff were provided with relevant equipment, guidance and training but had now always followed this to consistently ensure environmental cleanliness and hygiene. Action subsequently confirmed as taken by the provider, was sufficient to rectify this, which demonstrated lessons learned and improvements made when things go wrong. Emergency contingency plans were in place for staff to follow for likely foreseen emergencies to ensure people’s safety, which they understood.

People and relatives were confident people safety at the service. People were protected from the risk of harm or abuse by sufficient staff who were safely recruited and sufficiently deployed to provide people’s care.

Risks to people’s safety were assessed before they received care, accurately recorded and regularly reviewed. Staff understood and followed people’s related care requirements. This helped to reduce any known risks to people’s safety.

People’s medicines were safely managed. People were supported to take their medicines safely when they needed them. Staff were trained and assessed to ensure this.

People received effective care from staff who were trained and supported to ensure this. Staff obtained people’s consent for their care; and they ensured people’s safety, choice and best interests in a way that was lawful and in the least restrictive manner.

Staff understood people’s health conditions, related care needs and supported people to maintain and improve their health and nutrition. This was done in consultation with relevant external health professionals and staff followed their instructions for people’s care when required.

People were supported in the way they preferred and needed; to eat and drink sufficient amounts they enjoyed, which met with their dietary needs and choices.

Environmental facilities provided sufficient space and a number of aids and adaptations, which often enabled people to move around safely and independently. The provider has since confirmed their action to fully ensure this by additional environmental directional signage. People were comfortable and satisfied with their own rooms, which they could personalise to their own taste.

Staff were kind, caring and compassionate and had established good rapport and relationships with people and their relatives. People or their relevant representatives were informed and involved in agreeing people’s care and daily living arrangements at the service. Staff were trained and followed the provider’s stated care principles

Inspection areas



Updated 30 June 2018

The service was Safe.

People were protected from the risk of harm or abuse by staff who were safely recruited and deployed. People�s medicines were safely managed.

Risks to people�s safety were accounted for. Staff understood and followed people�s care requirements for their safety in the least restrictive manner.

Emergency contingency planning arrangements helped to ensure people�s safety at the service. Arrangements to consistently ensure environmental cleanliness and hygiene were assured following our inspection.



Updated 30 June 2018

The service was Effective.

People received effective care from staff who were trained, knowledgeable and supervised to ensure this.

Staff lawfully obtained people�s consent, sought appropriate authorisation or acted in people�s best interests for their care when required

Staff supported people to maintain or improve their health and nutrition in consultation with external health professionals when required.



Updated 30 June 2018

The service was Caring.

People�s dignity, choice and rights were promoted by staff who were kind, caring and respectful. Staff knew people well and established good relationships with them and their relatives.

People and relatives were involved in agreeing care and daily living arrangements at the service and informed to access independent lay advocacy services if they needed to



Updated 30 June 2018

The service was Responsive.

People received timely, individualised care, which met with their daily living and lifestyle preferences. People were supported to participate and engage in home, community and spiritual life as they chose.

People and relatives were informed how to make a complaint if they needed to. The provider regularly sought their feedback to help inform the quality of the service and any improvements needed.

Staff knew people well and they supported and communicated with people in a way that was meaningful to them. The provider�s arrangements for people�s end of life care followed recognised care principles to ensure consistent and informed practice.



Updated 30 June 2018

The service was well led.

A range of management checks helped to inform and ensure the quality and safety of people�s care. The provider�s operational management and care procedures helped to ensure this. Action was assured to further support people�s environmental safety, orientation and independence.

Staff were informed, supported and understood their role and responsibilities for people�s care and safety..

Communication and record keeping procedures helped to ensure accurate and lawful information sharing and handling.