The Hollies Rest Home

Updated 21 March 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.

Inspection team

This inspection was carried out by one inspector.

Service and service type

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

The service had a manager registered with CQC. 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 unannounced.

What we did before the inspection

We reviewed information we had received about the service before the inspection. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with four people. We spoke with the area manager who is the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with the registered manager, deputy manager and four staff. We spoke with two relatives during the inspection and two others over the telephone following the inspection. 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 reviewed a range of records. This included three people’s care records and multiple medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including training and quality monitoring records were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We looked at training data, quality assurance records and areas where positive outcomes for people were achieved.

Updated 21 March 2020

About the service

The Hollies Rest Home is a residential care home providing personal care for up to 31 older people some of whom were living with Dementia. 23 people were living at the service at the time of inspection. There were a variety of communal areas for people such as a dining room, a main lounge which included an additional dining space and a quiet lounge. The garden was easily accessible. The lift gave access to the upper floors.

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

The service was safe. Risks to people’s health and safety were assessed and actioned appropriately. Medicines were managed in a safe way following relevant guidelines. There was enough staff deployed to keep people safe. Accidents and incidents were logged and investigated and learnt from where appropriate.

The service was effective. People were supported by staff who were adequately trained to meet their needs and were regularly supported by management. 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. Before people were admitted to the service, they had their needs assessed to ensure they would be suitably placed. People were supported to eat and drink meals of their choosing and were positive about the meals provided.

People received support that was caring, compassionate and kind. People were treated with dignity and respect at all times, and staff were discreet when supporting with personal care. Staff encouraged people to be as independent as possible and care plans were clear on what people could do for themselves. People and their chosen representatives were involved in planning their care. Throughout the inspection we saw very caring interactions between staff and people who use the service.

People received person-centred care that was responsive to their needs and had their communication needs met. Staff engaged people in meaningful activities and relatives were free to visit any time. There was a complaints procedure in place and relatives told us they did not have any concerns. People had received person centred end of life support by a kind and caring management and staff team.

The service was well-led. Everyone involved in the service provided positive feedback about the management team and overall quality of the service. There was a person-centred culture set by the management which led to good outcomes. The staff team were committed and involved with peoples’ care and support. Audit systems were in place to ensure the quality of the service and actions were taken where needed.

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 2 September 2017).

Why we inspected

This was a planned inspection based on the previous rating.

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.