Holcroft Grange Residential Care Home

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 the same. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 65 (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 treated people with kindness, empathy and compassion, and respected their privacy and dignity and staff treated colleagues from other organisations with kindness and respect.

Throughout our inspection, we saw staff supporting people’s needs in a prompt, warm manner. It was obvious people felt comfortable in the company of staff and staff knew people and their needs well. Staff maintained people’s dignity and people looked well dressed and cared for.

People and their relatives were positive about the staff at the home and the care and support they received. Comments from people included, “It’s marvellous. You couldn’t get a better set of girls. They [staff] are gems with me both physically and psychologically”, “I am very happy here and very settled and the staff are fantastic” and “I am very satisfied here I have no intention of going anywhere else.”

Relatives told us, “I am happy that [Name] is being well looked after and I don’t worry when I leave after a visit”, “They [staff] are fantastic with [Name],” and “The staff are so very good."

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.

Some people’s care plans contained person centred and sensitive information about people’s life story which helped staff get to know people as a person, and the person they were before their admittance to the home. However, this was not consistently completed for everyone. We spoke to the manager about this who confirmed this information would be included moving forwards.

People were supported to maintain relationships that were important to them. Families and friends were able to visit their loved ones at any time.

People had a say in how they spent their day and could chose when they went to bed, and when they got up. Although a wide range of recreational activities was on offer, if people preferred to spend time alone, this was respected. One person told us, “They do activities, but I am not very sociable. It’s my choice to stay in my room."

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

On the days of our inspection visits, we observed a variety of meaningful and engaging activities for people. We observed a visiting external gospel choir and how much people enjoyed singing along. It was evident activities had a positive impact on people’s emotional well-being. One person told us, “There is lots going on. There is a Halloween party on Friday. [Name] organises all the activities and she is very keen to get everyone involved.” One person’s relative confirmed, “[Name] likes to sit in the lounge and there is always something going on. Today they are having exercises.”

People were also empowered to undertake activities of their choice independently, which also helped them establish links with the local community. Comments from people included, “I go out on my own into town, and I let them know where I am going. I’ve also had 2 nights away in Southport” and “I can go out on my own, I just tell them [staff] where I am going. I’m going out locally today for a coffee."

We could not always be assured the provider listened to and understood people’s needs, views and wishes.

Although staff understood people’s needs and responded to them to minimise any discomfort, concern or distress, staff were potentially deprived of valuable information about people’s needs, views and wishes and some care plans contained inconsistent or inaccurate information.

This is important as people’s care plans should outline a person's specific health and care needs, their goals, and preferences for receiving support, and helps to ensure staff provide consistent and personalised care that meets people’s individual's physical, emotional, and social needs. 

Daily care records also showed the support provided was not always in accordance with the support outlined in their care plan. For example, some people’s daily care records showed repositioning had not always taken place as frequently as it ought to have been. For people on a modified diet, daily care records did not reflect the person had received their diet in line with their assessed needs.

However, during our inspection we observed staff attending to people’s needs in a timely manner. People told us, “If I ring the buzzer for anything they [staff] come quite quickly” and “If I ring the call bell I don’t have to wait long for staff.”

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

We received positive feedback from staff who told us the provider valued and respected their well-being. Staff told us the provider offered them the support they required to help ensure the delivery of person-centred care. One member of staff told us, “I am proud to be part of Holcroft. I love my job. I get satisfaction after looking after people and I treat people like I would want to be treated - with respect."