Hollyveer 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 service under the current provider.

This key question has been rated requires improvement. This meant people did not always feel well-supported, cared for or treated with dignity and respect.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received mixed feedback from people and those important to them about how well staff promoted people’s dignity when providing personal care and continence care support. During the inspection, we also observed staff discussing people’s support needs in communal areas where they could be easily overheard. This demonstrated a lack of respect for their privacy and dignity. Despite these concerns, people and their relatives told us they felt staff were caring in their support. Comments included, “Staff are good, very good to me, every one of them is kind”, “Staff are very friendly, ask for anything and you get it” and “It’s a good atmosphere here, staff go past the door and say hello.”

The provider had not ensured people’s care records demonstrated the importance of treating them as individuals. People’s care plans lacked detail and did not always take account of their needs in a holistic way, considering their strengths, abilities, social and emotional support needs. This meant staff did not always have detailed guidance about how to tailor their support to meet people’s specific preferences. Despite these concerns, people told us staff generally understood how they liked to be supported and the staff we spoke with were able to tell us about people’s needs and preferences.

People generally told us staff promoted their independence. Comments included, “I do it all myself, I am not old yet, they respect me and let me go out when I want”, “I make myself tea and coffee, they are available to me” and “I like the freedom to get up and walk around with my Zimmer frame”. People’s care plans contained some details about how to promote their independence and choice in their daily lives. However, this information was not always detailed.

People told us staff did not always respond in the moment to minimise discomfort and distress. Some people and their relatives told us they did not always feel listened to. We received mixed feedback about how promptly people were able to alert staff when needed and how frequently staff were checking on people to ensure they were safe.

We received mixed feedback about how well the provider promoted the wellbeing of their staff. Whilst some staff felt well supported, others told us they did not always feel their feedback was addressed and this meant they did not feel valued.