The Hollies

Updated 18 December 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

This inspection was carried out by one inspector. The inspection was also supported by an Expert by Experience who contacted people’s relatives by phone to request feedback. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

The Hollies is a ‘care home’. People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

This inspection was announced. We gave a short period notice of the inspection as we were mindful of the impact and added pressures of Covid-19 pandemic on the service. This meant we took account of the exceptional circumstances and requirements arising as a result of the COVID-19 pandemic.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report. We used all of this information to plan our inspection.

During the inspection

We spoke with three people who used the service. We spoke with the nominated individual, registered manager and the deputy manager. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spent time observing the experience of people in the home and the way staff interacted with them.

We reviewed a range of records. This included five people's care records and nine people's medication records. We looked at five staff files in relation to recruitment. A variety of records relating to the management of the service, including quality assurance, training records and health and safety were also reviewed.

After the inspection

We spoke with nine relatives of people living at the home and five care staff. We continued to seek clarification from the registered manager to validate evidence found.

Updated 18 December 2020

About the service

The Hollies is a residential care home providing accommodation and personal care for up to 19 people aged 65 and over some of whom are living with dementia. At the time of the inspection the service was supporting 12 people. The Hollies accommodates people in one adapted building.

People’s experience of using this service and what we found

People were observed to be happy and content. We saw people had established friendly and jovial relationships with all staff. There was laughter, banter and conversation seen throughout the inspection.

Improvements had been made since the last inspection in response to the issues that had been identified.

Relatives spoke positively about the home, the management and the quality of care people received.

We observed people to be supported in a safe way, taking into consideration their needs, choices and wishes.

Risks associated with people’s health, medical and care needs had been identified but were not always assessed and documented. Where gaps in information and guidance was identified these were addressed immediately by the registered manager. Other documented risk assessments in place gave clear guidance on how to minimise the identified risk to keep people safe.

People received their medicines safely and as prescribed. Systems and processes in place supported this.

Recruitment policy and procedures supported the recruitment of staff who had been assessed as safe to work with vulnerable adults. We observed enough staff available to support people safely.

The home smelled fresh and was clean. There were increased infection control measures in response to the coronavirus outbreak.

Staff received the required induction, training and support to carry out their role effectively. Care staff told us that they felt appropriately supported and that the registered manager was always available to provide direction and guidance.

The service supported people to eat and drink in ways which took into consideration their support needs, likes and dislikes.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Relatives felt engaged with the service and confirmed that they received regular updates and feedback about their relative.

Management audits and checks enabled managers to oversee the quality of care delivery and make the required improvements where necessary. During the inspection, minor issues were identified with the assessing of people’s identified risks. However, following the inspection, these issues were addressed.

We have made a recommendation about the provider and management ensuring accurate, complete and contemporaneous record of care delivery and risk management are maintained so that people receive safe and effective care and treatment.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection (and update)

The last rating for this service was requires improvement (published 11 March 2019) and there were multiple breaches of regulation. The provider completed an action plan after the last inspection to show what they would do and by when to improve. At this inspection we found improvements had been made and the provider was no longer in breach of regulations.

Why we inspected

We carried out an unannounced comprehensive inspection of this service on 4 December 2018. Breaches of legal requirements were found.

Concerns were identified under safe care and treatment, fit and proper persons employed and good governance. The provider completed an action plan after the last inspection to show what they would do and by when to improve.

We undertook this focused inspection to check they had followed their action plan and to confirm they now met legal requirements. This report only covers our findings in relation to the Key Questions Safe, Effective and Well-led which contain those requirements.

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to coronavirus and other infection outbreaks effectively.

The ratings from the previous comprehensive inspection for those key questions not looked at on this occasion were used in calculating the overall rating at this inspection. The overall rating for the service has changed from requires improvement to good. This is based on the findings at this inspection.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for The Hollies on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.