26 January 2016
During a routine inspection
The Hollies provides care and support for up to 28 older people; some who are living with dementia. The service had a registered manager. 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.
During our visit we saw people being well cared for. We observed staff speaking in a caring and respectful manner to people who lived in the home. Staff demonstrated they knew people’s likes and dislikes.
There was a happy and friendly atmosphere. People enjoyed the company of staff who often sat and chatted to them. People told us the service was caring and they received person centred care
We found the service was meeting the legal requirements relating to the Mental Capacity Act 2005 and Deprivation of Liberty Safeguards (DoLS). People’s care records demonstrated that all relevant documentation was securely and clearly filed.
People told us they felt safe. Staff had a good understanding of safeguarding vulnerable adults and knew what to do to keep people safe. People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines safely.
We saw the provider had a system in place for the purpose of assessing and monitoring the quality of the service. Records showed the provider investigated and responded to people’s complaints, according to the provider’s complaints procedure. People spoken with told us they had no concerns about their care and support.
People had a good experience at mealtimes. The home met people’s nutritional needs and people reported they had a good choice of food. People received good support that ensured their health care needs were met. Staff were aware of and knew how to respect people’s privacy and dignity.
Staff knew people well and understood how to meet people’s needs. People were involved in making decisions about their care. Care planning and assessment was generally effective. People engaged in social activities and the provider was looking at how these could be broadened.
There were enough staff who were skilled and experienced to meet people’s needs. Staff were supported to do their job well. Robust recruitment checks were carried out before staff started working at the home. There was an on-going training programme in place for staff to ensure they were kept up to date and aware of current good practice.
The service had good management and leadership. The home’s management team promoted quality and safety and had good systems in place to help ensure this was achieved. People were encouraged to share their views and contributed to the running of the home.