- Care home
Holywell Nursing Home
Assessment report published 30 March 2026
Contents
Ratings
Our view of the service
Holywell Nursing Home is a residential nursing home providing care and support for older people, including people living with dementia. This assessment was carried out between 18 and 26 February 2026. This was the first assessment under the new provider.
People experienced warm, compassionate care, and described staff as “Lovely, all excellent, a tower of strength,” with one person saying, “I’m very fond of the staff.” Staffing levels were safe, and staff felt well supported, telling us “The team is good, the manager is very supportive.” The management team were visible and responsive; when concerns were raised, prompt action was taken.
The service had introduced a learning culture, and people felt safe, with one person stating, “I absolutely feel safe. I have no concerns.” People were supported to make choices and remain independent. Staff worked well with external professionals, although there were challenges obtaining in person GP visits.
However, improvements were still required. The environment needed significant improvement. Care planning and record keeping were inconsistent.
The management team told us the service was not as good as they wished it to be, but they had worked very hard to make improvements in the last year.
They addressed some shortfalls during the inspection and had an improvement plan in place, but governance systems were not yet fully embedded and effective. The provider must continue to strengthen oversight and ensure improvements were identified, resolved and sustained.
People's experience of this service
People felt well cared for and described staff as kind and supportive. One person said, “I love it. They [staff] are so good. I think there are enough staff.” Another told us, “It is absolutely wonderful. The girls are tip top; a caring team.” Relatives confirmed staff treated people as individuals and communicated openly with families.
People felt safe and said staff responded when needed. Several spoke positively about the food, describing it as “excellent” or “cooked and presented nicely”. Some people told us they could choose when they got up or went to bed, and those who were more independent said they were supported to maintain their independence. A relative said the service had “Improved [name’s] quality of life. [Name] now doesn’t have to go in and out of hospital.”
People’s involvement in their care planning varied. Several told us they did not know whether they had a care plan or if it had been reviewed. Others said staff understood their needs well and knew their preferences. Some people told us they enjoyed activities or preferred spending time in their rooms, though felt they would like more opportunities for trips out of the home.
Overall, people and relatives described positive relationships with staff, feeling comfortable to raise concerns with the manager, who they described as approachable. Where issues were reported, people said these were acted upon.