Hollie Hill

On this page

• Overview
• Assessing needs
• Delivering evidence-based care and treatment
• How staff, teams and services work together
• Supporting people to live healthier lives
• Monitoring and improving outcomes
• Consent to care and treatment

Effective – this means we looked for evidence that people’s care, treatment and support achieved good outcomes and promoted a good quality of life, based on best available evidence.

This is the first rated assessment for this service. This key question has been rated good. This meant people’s outcomes were consistently good, and people’s feedback confirmed this.

This service scored 71 (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 made sure people’s care and treatment was effective by assessing and reviewing their health, care, wellbeing and communication needs with them.

The provider made sure that individual care and treatment was effective by assessing and reviewing people’s health, care, wellbeing and communication needs with them. People’s assessments considered individual risks, needs and preferences. Both relatives and professionals were involved with the process.

The provider planned and delivered people’s care and treatment with them, including what was important and mattered to them. They did this in line with legislation and current evidence-based good practice and standards.

Staff delivered care in line with recognised good practice and up to date guidance. Care plans reflected people’s assessed needs and included information based on clinical recommendations. Staff received regular training to make sure they were kept updated with best practice guidance. The interim manager regularly audited care plan records, to identify concerns or shortfalls.

The provider worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.

Care records evidenced that the provider worked collaboratively with a range of healthcare professionals to ensure people’s needs were effectively met. The provider also delivers an intermediate care service from the home, where staff engage positively with on-site professionals, including physiotherapists, occupational therapists and nursing staff. This supported a coordinated approach to care delivery and prompted positive outcomes for people.

People were generally supported by staff to manage their health and wellbeing, while also promoting and maintaining their independence wherever possible. Care records contained information about people’s dietary support and guidance and how staff should support them.

However, staffing levels were not always sufficient in all areas of the home to safely meet people’s needs. Furthermore, feedback about the food provision was mixed. While some individuals reported being happy with meal quality and choice, others expressed concerns that standards could be improved.

People and their relatives told us they were involved in regular reviews of health and wellbeing needs, ensuring care remained appropriate and responsive to any changes.

The provider routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.

Staff maintained records of care they had provided. Records were in place to monitor how much food and fluid people had taken, people’s level of distress and people’s skin conditions. Body maps were in place where needed to maintain accurate records of pressure damage, injury or bruising. The monitoring of people’s needs allowed quick action to be taken, if required.

The provider told people about their rights around consent and respected these when delivering person-centred care and treatment.

Capacity assessments and best interest decisions records were in place when needed to ensure the Mental Capacity Act (MCA) was applied in line with requirements. Staff had completed relevant training in this area and were able to demonstrate an understanding of the principles of the MCA including the importance of gaining consent from people.