Hollin Bank House

Updated 3 August 2023

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 Health and Social Care Act 2008.

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

The inspection was undertaken by 1 inspector and 1 Expert by Experience. 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

Hollin Bank House is a ‘care home’. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Hollin Bank House is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

Inspection activity started on 21 June 2023 and ended on 3 July 2023. We visited the location’s service on 21 and 22 June 2023.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We sought feedback from the local authority and Healthwatch. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all this information to plan our inspection.

During the inspection

We spoke with 3 people about the care they received, and 2 relatives about their experience of the service provided. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us. We spoke to 6 members of staff including care staff, the deputy manager and the registered manager. We reviewed 3 staff files in relation to recruitment. We looked at 2 people’s care plans and risk assessments. We reviewed records relating to medicines management and a variety of records relating the management and quality monitoring of the service.

Updated 3 August 2023

About the service

Hollin Bank House is a residential care home providing accommodation and personal care to up to 14 older people and those living with dementia. At the time of our inspection there were 7 people using the service.

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

Medicines were not always managed safely. Records relating to safe medicines management were at times inaccurate or missing.

Quality monitoring and audits at the service were not effective or robust. These systems had not identified shortfalls in management of medicines or ensured areas of the home were safe.

People were not always able to express their views on the service they received, as not everyone had received feedback forms and resident meetings were not taking place. We made a recommendation about this.

The environment contained limited dementia friendly aids to help people orientate around the service, and some areas were unsafe for people to use. We made a recommendation about this. Staff received a mixture of mandatory training and service user specific training, but this did not cover all the required areas. We made a recommendation about this.

People were not always offered choices at the service, and we received mixed feedback on this in the areas of nutrition and personal care. People were not always involved in contributing to or reviewing their care and support plans. We made a recommendation about this. People were supported to maintain relationships which were important to them and were involved in a range of activities. People’s communication needs were met and there was a process for managing complaints and concerns.

Risks to people and the environment had been assessed and there were enough staff to support people. Recruitment practices were robust, and people and relatives spoke positively about the staff approach. There were systems and processes in place to safeguard people from the risk of abuse.

People spoke positively about the quality and quantity of food and fluids they received and were supported to eat and drink enough. People’s rights were respected, and the service was working in accordance with the mental capacity act . People were supported by staff who treated them with respect and promoted dignity, privacy and independence. People and their relatives praised the staff approach to providing care and support. Staff understood the need to encourage people to be independent and people we spoke to confirmed this. We observed interactions between people and their care staff which were professional, friendly and considerate.

People and staff spoke positively about the management team and the registered manager was committed to making improvements to the service through partnership working.

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

Rating at last inspection

The last rating for this service was good (published 10 February 2020).

Why we inspected

This inspection was prompted by a review of the information we held about this service.

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 COVID-19 and other infection outbreaks effectively.

You can see what action we have asked the provider to take at the end of this full report.

Enforcement and Recommendations

We have identified breaches in relation to management of medicines and good governance at this inspection. We have made recommendations in relation to staff training, dementia friendly aids, obtaining service user feedback and care planning. Please see the action we have told the provider to take at the end of this report.

Follow up

We will request an action plan from the provider to understand what they will do to improve the standards of quality and safety. We will work alongside the provider and local authority to monitor progress. We will continue to monitor information we receive about the service, which will help inform when we next inspect.