Holgate 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. At our last assessment we rated this key question good. At this assessment 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 felt well supported, happy and settled at the service. People felt they were treated with kindness and respect.

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 felt they were treated as individuals and staff knew people well. Most people felt they were supported to live the life they wanted to live and received the support to do this. Some people were withdrawn from activities and engagement where they consistently declined to participate in activities. This had been raised with the registered manager who was taking action to resolve this.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.People felt they had choice and control over their lives. The new manager had increased activities within the service and there were regular outings to the community too. Those people who were not subject to a DoLs were able to come and go from the service as they wished.

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 responded promptly to people’s care needs and changing situation. People received support in a timely way. People had access to call bells in their room to alert staff if the person needed support.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.Staff felt happy working for the provider.