Hollyfield House Also known as Your Healthcare Domiciliary Care Agency

A registered manager was in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At our last inspection in November 2015 we rated the service Good. At this inspection we found the evidence continued to support the rating of Good and there was no evidence or information from our inspection and on-going monitoring that demonstrated serious risks or concerns. This inspection report is written in a shorter format because our overall rating of the service has not changed since our last inspection.

The staff providing care for Hollyfield House Domiciliary Care Agency are called ‘enablers’ and we use this term throughout this report.

People’s feedback about the effectiveness of the service consistently described it as outstanding. Staff, teams and services were committed to working collaboratively and had found effective ways to deliver joined-up care and support to people in their own homes. The reablement service was co-located with other healthcare teams and worked well in partnership with them and the local authority to respond effectively to the changing needs of local people. People using the service were helped to regain their independence wherever possible and they told us enablers supported them to achieve this.

People and their relatives said enablers were kind, caring and respectful. They praised the exceptional skills of staff who supported them. They spoke about the high quality of care provided and had no hesitation in recommending the service to others.

Enablers were motivated, enthusiastic and were proud to work for the service. A robust recruitment process was in place to make sure people were cared for by suitable staff members.

Risks associated with people’s support were monitored and managed well. People had risk assessments in place so enablers were made aware of any hazards that could affect the delivery of safe care. Up to date care records supported enablers to meet people’s needs and preferences.

People received their medicines safely and on time from staff who were trained to manage medicines safely.

People were protected from abuse because enablers received training in safeguarding, so knew what action to take if they were concerned about someone being abused, mistreated or neglected.

People were asked for their consent and enablers acted in accordance with their wishes. Any complaints, concerns and feedback were taken seriously and used as an opportunity to improve the service.

Enablers were supported well by their colleagues and their managers. They told us they could ask for advice and were able to express their views and opinions.

We spoke to staff, care workers, people who used the service and their relatives and visited one person who was receiving care in their own home.

People we spoke with said that the care workers treated themselves or their relative with respect and dignity and that they felt safe while being assisted. People said, 'my relative loves the carers' and 'they are wonderful people', 'so kind and helpful' and 'very understanding'. Another person said, 'There are carers and there are carers that care'.

Staff were trained, experienced and supported to do their work and the provider surveyed people and listen to what they had to say about the service.