Hollie Hill

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.

This is the first assessment for this service. This key question has been rated good. This meant people’s needs were met through good organisation and delivery.

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 made 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.

People and their representatives had been involved in planning the care they needed. Care records demonstrated staff took an individual approach to meeting people’s needs. There was a ‘resident of the day’ process in place which meant people’s care plans were reviewed at least monthly to make sure it was up to date and reflected people’s needs.

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 worked effectively with health and social care professionals to ensure people were supported to access health care and other services as required. A health professional told us, “The staff are proactive and often go above and beyond to ensure people are cared for safely. Just this morning, I asked staff to incorporate a supplement into someone’s diet, and this was put in place straight away.”

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information was available in different formats when required. The interim manager understood their responsibilities under the Accessible Information Standard (AIS). The AIS is a legal requirement for health and care services to identify, record, share and meet people’s communication and information needs, particularly for individuals who are blind, deaf, have a learning disability, or have any condition that affects how they understand information. This ensured people received information in a way they could understand and use.

A welcome pack was provided to people on admission detailing information about the services available and how to raise a complaint.

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 and their relatives were able to provide feedback on their care, through care plan reviews, regular resident and relatives meetings, periodic questionnaires and through an anonymous suggestion box located in the reception area of the service. We saw evidence that action had been taken in response to feedback received. This showed the provider listened to people and others and used their views to drive improvements within the service.

The provider made sure that people could access the care, support and treatment they needed when they needed it.

People were able to access the care and support they needed and there were no reported barriers that prevented them from receiving services. Staff understood people’s individual needs and made reasonable adjustments when required so people could use the service safely.

Care plans included detailed information about people’s health conditions, diverse needs and protected characteristics. This helped ensure the service was an inclusive environment where people’s individual circumstances were recognised and respected.

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.

Through thorough assessments and by taking the time to get to know people well, staff were able to understand people’s specific needs and wishes. This meant people received support that reflected their personal circumstances and ensured they experienced equitable care, regardless of their background or level of need.

Policies and procedures on equality, diversity and inclusion were in place to help staff understand and uphold people’s rights, protect them from discrimination and ensure everyone was treated fairly and respectfully. Staff also received regular training in equality and diversity.

People were 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. Staff were trained to provide end-of-life care and decisions made were documented and in care plans reflected people’s wishes and preferences. People were able to review or change their decisions at any time.