What the CQC found at Hollyrose House

People and relatives told inspectors they had no safety concerns. Staff understood safeguarding and knew how to raise concerns.

“They told us they had no concerns and that the service was a safe place to live.” from the report

Inspectors saw positive relationships between people and staff. Staff listened, used people's preferred names and supported privacy, dignity and independence.

“People were addressed by their preferred names and staff interacted with people in a kind and compassionate way, taking the time to listen closely to what people were saying to them.” from the report

The home worked with healthcare professionals and other organisations when people's needs changed. Care records included healthcare needs, staff actions and appointment outcomes.

“Staff worked well with other organisations to ensure that they delivered good joined-up care and support.” from the report

People could choose leisure and social activities in the home and local community. They could also maintain important relationships, with no restrictions on visitors or visiting times.

“Suitable arrangements were in place to ensure that people using the service had the opportunity to take part in leisure and social activities of their choice and interest, both 'in-house' and within the local community.” from the report

Some risk assessments were written for people with similar needs rather than being fully individual. Management said these would be reviewed and amended.

“However, risks viewed were not always as person-centred as they should be but aimed at people whose needs were similar.” from the report

For one person receiving medicine without their knowledge or consent, the GP had been consulted but not a pharmacist. The pharmacist was contacted during the inspection.

“Where people were administered their medication covertly, this had been discussed with their GP but not with a pharmacist.” from the report

Not all newly employed staff had started the Care Certificate after five months. Staff had appraisals, but objectives for the following year had not been set.

“Information available showed that not all newly employed staff had commenced the 'Care Certificate' despite having been employed at the service for the past five months.” from the report

Where access to items such as lighters and cigarettes was restricted for safety, records did not clearly show consent or that the arrangement was in the person's best interests.

“However, where restrictive practices were in place to keep people safe, for example, where people had restricted access to their personal lighters and cigarettes because it was deemed a fire hazard, this was not clearly recorded” from the report

Some care plans did not include all the information about a person's specific needs and the support staff should provide. Inspectors did not see an impact on people's care during the visit.

“Minor improvements were needed to ensure all of a person's care plans included information relating to their specific care needs and the support to be provided by staff.” from the report

The provider's vision and values were recorded, but staff could not show a good understanding of them. Management said they would be discussed in future.

“Although the registered provider's vision and values were recorded within the service's Statement of Purpose, staff were not able to demonstrate a good understanding of these.” from the report