Holly Tree Lodge EMI 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 changed to outstanding. This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

This service scored 90 (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. Many people living at the service had complex needs and diverse methods of communication. Staff were observed adapting their approach to individuals to accommodate people’s needs. Relatives gave very positive feedback about the care their loved ones received at the service. Relatives told us, “The care is absolutely fantastic, they give attention to detail, and they know the residents so well” and “Everyone (staff) is there for you, [my relative] is always smiling when staff come around.”
 

The provider treated people as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The provider took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The provider understood the importance of supporting people to achieve their goals and live fulfilling lives based on their individual interests and abilities. The service worked patiently with people to formulate plans to work towards improved outcomes for people, these were kept under regular review to assess the success of the support in place. One person who was previously nursed in bed was supported to complete approved exercises to build strength to allow them sit out of bed and over time regained their confidence to spend time in different environments. This led to the person eventually taking part on trips out into the local area and the person was able to make future plans which were not previously possible for them.

The provider was exceptional at promoting people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. The home worked in partnership with people and their relatives to ensure that important relationships were supported to continue after the person had come to live at the service. One person who had previously had low mood and had spent time isolated in their room was supported jointly by staff and their family to frequent places in the community they had enjoyed visiting in the past. Recorded information showed that these interventions led to an improvement in the persons mental health and wellbeing. People were supported to have choices in their day to day activities, relatives told us, “Staff try to give people choices, even when people are non-verbal they are given choices and time to choose” and, “They definitely allow choice, my relative is given a verbal description of their clothes so they can make a choice.”

The provider was exceptional in how they 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 knew the people they supported well, so were able to respond to people’s needs quickly and appropriately. Records showed that people and their relatives were fully involved in care planning. Where people could no longer make their wishes and preferences known, the provider took steps to explore people’s life history to plan activities and interventions that the person may respond to. One person was known to have previously enjoyed walking, had a daily walking care plan implemented, to support them to go out with staff daily to enjoy green spaces and be out in the local community. This approach was monitored to assess how this impacted on the persons overall well-being.

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care. Staff told us they felt supported by managers who they found to be approachable. Staff received regular supervision and training to enable them in their roles. A staff member told us, “The manager is 100% supportive.”