Holderness Home Care Limited

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.

Feedback from people and their relatives was consistently positive about the caring approach of staff and the relationships they had developed.

People told us staff were attentive to their needs and provided support in a respectful and dignified way. Care records demonstrated staff took time to support people at their own pace and provide reassurance alongside practical care.

One person told us, "All the staff are really kind and always ask how I am." Another person said, "I would describe the care I receive from the service as excellent." A relative commented, "Staff are very caring and have good relationships."

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.

Records reviewed included information about people's routines, preferences, relationships, interests and daily choices. Staff were provided with clear guidance on how to deliver care in line with individual wishes, including preferred routines, meal choices and support requirements.

One care plan demonstrated how support had been adapted around a person's preferred routines, comfort and lifestyle choices. Care planning also recognised the importance of maintaining valued relationships and enabling people to remain in familiar home environments.

People consistently told us staff understood their needs and preferences. One person said, "All the staff who visit are kind and caring. They know me well, understand my preferences and we have developed a good routine together."

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

Care records showed people were encouraged to make decisions about their care, personal routines and day-to-day activities. Staff provided assistance when required whilst supporting people to retain existing skills, confidence and involvement in tasks they were able to undertake independently.

People and relatives confirmed that independence was actively encouraged. One person told us, "The carers make my meals as I am no longer able to do this myself, but I still make my own choices about what I eat and drink each day." A relative said, "Staff support peoples independence as far as possible."

Staff understood the importance of promoting independence and avoiding unnecessary dependency. One member of staff explained, "All the people we support are encouraged to do as much as they can within their capabilities to maintain their independence."

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 demonstrated a good understanding of people's individual circumstances and provided care in a compassionate and person-centred manner.

Daily care records showed staff monitored people's wellbeing during each visit and recorded observations relating to their presentation, comfort and general welfare. Records evidenced that concerns were recognised and acted upon promptly, helping to ensure people received appropriate support when their needs changed.

People and relatives spoke positively about the responsiveness of staff and described them as attentive, caring and supportive. Feedback indicated staff took time to listen, provide reassurance and respond to requests for assistance.

One person told us, "The staff are fantastic. I really appreciate everything they do for me. They talk to me and listen to me."

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

The provider promoted a supportive culture where staff felt valued and able to access guidance when needed. Staff described management as approachable, responsive and readily available to provide advice and support.

The Registered Manager told us staff wellbeing was supported through supervision, training, regular communication and day-to-day management oversight. Staff survey feedback was positive and demonstrated staff felt supported in their roles and confident raising concerns when required.

One member of staff told us, "Managers are approachable, supportive and available whenever advice is needed."