Holgate House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Responsive – this means we looked for evidence that the provider met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

This service scored 68 (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 continued to embed new changes to sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.Care plans and risk assessments have recently been improved under the guidance of the new manager. While a positive improvement, additional time is needed to embed the changes to ensure staff have clear guidance and documentation to provide person centred care.

The provider understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.Staff supported and encouraged people to access the community. Staff worked well with external professionals and agencies to ensure people received support to have continuity of support.

The provider did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.The service did not have all information available in an easy read format readily available within the service. For example, posters and care plans.

The provider made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. Staff involved people in decisions about their care and told them what had changed as a result.People felt able to share their views and there were a variety of ways to escalate feedback. There was a quarterly ‘residents meeting’, people felt comfortable speaking with staff and the new manager made themselves available to speak with people.

The provider made sure that people could access the care, support and treatment they needed when they needed it.The building was not fully accessible for people with poor mobility and there was not a lift to the different floors however, the building is a listed building and the support offered is aimed at people with mental illness and learning disability and they were not impacted by the lack of accessibility. The service worked with external agencies to ensure people had the right equipment. For example, 1 person had recently been prescribed a profiling bed and staff received training on how to use this.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.People felt they did not experience discrimination or inequalities as a result of their health needs or characteristics. There was an inclusive and welcoming approach at the service to ensure everyone felt valued and differences were embraced.

People were not always supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.People did not have goals and aspirations to be working towards as part of their care planning. While people expressed they were happy living at the service, more support could be offered to support people to work towards goals such as volunteering or going on holidays. However, a person received support to make connections with their family.