Hollie Hill

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. This key question has been rated 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 and relatives spoke positively about the care and support provided. One person told us, “Before I came here, I was living alone but I’m much happier now as I have company and people to talk to.” Staff respected people’s privacy. For example, we observed staff knocking on people’s bedroom doors, and waiting for a response, before entering.

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 health, social and personal needs were assessed and monitored frequently which ensured their care was person-centred. People’s individual needs and preferences were detailed in their care plans, which contained information about what was important to them. This included their individual needs, preferences, routines, life history and goals, enabling personalised care delivery. Staff understood the importance of treating people as individuals and followed their care plans.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People could have visitors when they wished without restrictions. People told us they had choice in their lives and made their own decisions about day-to-day activities. For example, people said they got up when they wanted and went to bed when they were ready.

The service employed a team of activities staff who supported people to maintain links with the local community. People’s wellbeing was promoted and activities provided to meet people’s needs. During our visit, we observed a number of activities taking place including group quizzes and one to one pamper sessions.

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.

People told us staff responded quickly when they needed assistance and throughout the visit, we observed staff responding promptly to calls bells and requests for assistance. Records showed staff contacted healthcare professionals quickly when people became unwell and followed advice to provide immediate support.

People said staff responded to their requests for help in a timely way. One person told us, “Staff are great they always come quickly, especially if they know I am not well”.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt supported in their roles and said managers were approachable and encouraged open communication. Staff were comfortable raising any issues and felt listened to when they did so. Staff described a team culture where colleagues helped each other and said senior staff were available to offer guidance when needed. A staff member told us “The manager is only new, but things have improved since they joined. Everyone gets on and we all help each other out.”