Hollin Knowle Residential Care Home

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.
At our last inspection we rated this key question as good. At this inspection the rating has remained 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.
People told us the staff were compassionate, kind and treated them with dignity and respect. For example, a person told us, “The staff are all very friendly very good.” A person’s relative told us,” The building is a bit old fashioned, but the care is very good. [Person] likes all the staff.”
People told us the staff listened to them and communicated with them appropriately.
 

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.
People’s individual needs and preferences were understood and detailed in their care plans. Staff told us they understood the importance of treating people as individuals. Care plans included any relevant personal, communication, cultural, social or religious needs, which might be important for care staff to understand when providing care and support.
People’s care plans were available to staff to refer to for guidance on how to support individuals. A staff member told us, “I have access to care plans and risk assessments and understand the importance of reading them so I can provide safe and appropriate care.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
Staff supported people to experience choice and control as far as they were able. People’s care needs and preferences were detailed in their individual care plans, and staff had access to those documents to use as a guide.
People were supported by staff to maintain as much independence, choice and control over their lives as possible. People were supported to maintain relationships that were important to them.
 

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 were alert to people’s needs. Changes in people’s health status, and emotional states were also identified by the staff. That information was used to find out how to respond in the most appropriate way to support people and ensure care was provided in accordance with their wishes.
Staff knew people well and could quickly recognise when people needed urgent help or when a person was starting to experience a decline in their wellbeing. A staff member told us, “There are times when staffing levels feel stretched. Particularly when people require one-to-one support or when several people have increased care need at the same time. Despite this, staff do their best to ensure people remain safe and receive the care they need.”
 

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
The provider recognised the wellbeing needs of their staff. These included ensuring the necessary resources were available to enable safe working.
Staff were given opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff support. Staff were supported as individuals by the registered manager. For example, a staff member told us, “The registered manager has always been approachable and supportive. I've always felt comfortable asking for advice or raising concerns, and I feel that my opinions are listened to and respected. Staff are encouraged to continue learning, develop new skills, and progress in their careers whenever opportunities arise.”