Hoylands House

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.

At our last assessment in 2022 we did not inspect this key question. It was last reviewed in 2018 where we rated it good. At this assessment the rating has remained 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. The service recognised the importance of knowing people well to deliver care that was bespoke to the person.Care plans were detailed and explained how people wanted to be supported and how staff should meet their needs. People’s care plans reflected their physical, mental, emotional and social needs, including those related to protected characteristics under the Equality Act. Observations during the assessment, showed care provided was person centred and in line with people’s choices and preferences. One relative commented, “I have seen an improvement in [person]. I don’t worry.”

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 with a range of health and social care professionals to ensure people received consistent joined up care. Appropriate and timely referrals were made to health care professionals with involvement of families where appropriate. One relative told us, “Hoylands House arrange the appointments and let us know and then we attend.” Systems and processes supported the appropriate sharing of information between stakeholders involved in people’s care. Care plans contained detailed information about people’s needs and preferences and staff used these to provide appropriate support for each person.

The provider supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs. We found the provider to be meeting the Accessible Information Standard. This is a legal requirement to ensure people with disabilities of sensory loss receive information in a way they can understand with the right support to aid communication. People were supported by staff who understood their communication needs. Within each person’s care file was a communication care plan, which detailed people’s ability to communicate and understand others, and provided guidance for staff on how best to communicate with each person. We saw a range of different options in use across the service for people including Makaton, social stories and pictorial aids.

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. The provider proactively sought feedback from people's relatives and staff, using regular surveys, meetings, suggestion boxes and individual conversations. People's relatives told us they felt able to approach staff and managers at any time. One relative told us, “I believe I’ve got a good rapport with the manager, assistant managers and staff.” Relatives also told us they were kept updated and felt involved in decisions about support for their relative. One relative commented, “We get an email once a week anyway and can always ring up or email.”

The provider made sure that people could access the care, support and treatment they needed when they needed it. Staff supported people to access services in a timely way, and processes were in place to ensure people did not experience any barriers in accessing care and support. The environment at Hoylands House had been adapted to meet the individual needs of people living there. Each person had their own flat and adaptations had been made to reflect their needs and preferences. We saw that staff respected people’s wishes and care plans detailed people’s wishes and preferences that related to protected characteristics. Information around dietary preferences for one person was not reflected across all relevant areas of their care records. The registered manager agreed to action this immediately. We saw examples of important festivals being celebrated and food prepared that met people’s cultural requirements.

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. Staff had completed training in equality and diversity and were aware of the inequalities people with a learning disability and autistic people could face. They were passionate in ensuring they had equal access to services and were protected from discrimination. Regular care reviews were completed to ensure people’s care continued to meet their needs and new goals could be set. Policies were in place to support staff to speak up and challenge inequalities and ensure people were treated fairly and equitably.

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. We saw people were supported to plan for the future and set new goals. This was detailed in their care plans with involvement of the person and their family where appropriate.