CQC report explained · a residential care home
What the CQC found at The Hollies Rest Home
Rated Good: inspectors found the home performing well and meeting their expectations.
- Safe?
- Good
- Risks were assessed and managed, medicines were administered safely, and inspectors found enough staff to meet people's needs. Accidents and incidents were recorded and reviewed.
- Effective?
- Good
- People's needs were assessed before admission and staff had suitable training and support. People received choices about food, access to healthcare and support that followed mental capacity requirements.
- Caring?
- Good
- Inspectors saw warm and respectful interactions. People were supported with privacy, dignity, independence and involvement in their care.
- Responsive?
- Good
- Care plans reflected individual needs, preferences and communication methods. People had access to activities, community visits, relatives and personalised end of life support.
- Well-led?
- Good
- The management team was described positively and used audits, meetings and feedback to improve the service. Inspectors found a person-centred culture and good oversight.
What inspectors found, March 2020
The Hollies Rest Home was rated Good in all areas; inspectors found safe, kind and personalised care, with a previous handover problem being addressed.
This was an unannounced, planned inspection. One inspector visited on 19 February 2020, spoke with people, relatives, staff and managers, observed care, and reviewed care, medicines, staffing and quality records.
The home was rated Good overall and Good in Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicines management, suitable training, good support with food and healthcare, and care that respected people's dignity and choices.
People received personalised care and were supported to take part in activities and make decisions. Relatives were positive about the care, including support at the end of life. The last inspection also rated the home Good, published on 2 September 2017.
Enough staff
Inspectors found staff were available, unhurried and responsive to requests for help.
“Staff were not rushed and responded promptly and compassionately to people's requests for support.” from the report
Dignity and kindness
People were treated respectfully, including when receiving personal care. Staff encouraged independence and involved people and their representatives in care planning.
“People were treated with dignity and respect at all times, and staff were discreet when supporting with personal care.” from the report
Personalised activities
Activities reflected people's interests, including hobbies, celebrations, quizzes, outings and one-to-one support.
“The registered manager looked at ways to ensure people enjoyed activities relevant to them.” from the report
Improving quality
The home used audits, feedback and changes to care arrangements to improve people's experiences and outcomes.
“Audit systems were in place to ensure the quality of the service and actions were taken where needed.” from the report
Staff handovers
minorInformation was not always passed between full-time and part-time staff, so changes in people's health or care needs were sometimes communicated late. Weekly typed meetings had been introduced and inspectors said this was working well.
“communication was poor between staff and vital information was not always getting handed over between full and part time staff.” from the report
- 01How do you make sure important changes in a person's health or care needs are passed to every member of staff?
- 02How do you decide whether staffing levels are still enough when people's needs change?
- 03How will you support my relative's communication needs, especially if they are living with dementia?
- 04How are end of life care plans developed with the person and their relatives?
- 05How do you make sure activities continue to reflect each person's interests and abilities?
This was an unannounced comprehensive inspection covering the premises and care provided, with all five CQC questions rated. This explanation was written from the published report of 21 March 2020 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
What inspectors found, September 2017
The Hollies Rest Home was rated Good; inspectors found safe, kind and responsive care, with a minor gap in records about likes and dislikes.
Inspectors visited the home without notice on 27 and 28 July 2017. They spoke with people living there, relatives and staff. They also observed care and checked care plans, staff files, training records, quality checks and medicine records.
All five areas were rated Good: Safe, Effective, Caring, Responsive and Well-led. Inspectors found enough staff, safe medicine arrangements, suitable training, personalised care and a range of activities.
The home had previously been rated Requires Improvement in June 2016. This inspection found that improvements had been made. One minor shortfall remained because some records about people's likes and dislikes were not fully completed, although the home had started using a new care plan section to address this.
Enough staff
Inspectors found staffing levels were above the hours identified as needed by the home's dependency assessment. People, relatives and staff said there were enough staff available.
“There were sufficient numbers of staff to support people's needs and the staffing rota showed that staff were organised in an appropriate way.” from the report
Safe medicines
Medicines were stored and given safely by trained staff. Records checked by inspectors matched the medicines supplied.
“People's medicines were being managed and administered safely by trained and competent staff.” from the report
Kind and respectful care
Staff were observed spending time with people, communicating clearly and responding kindly when someone became unwell or upset. Privacy and dignity were respected.
“Staff were seen to be kind, compassionate, and to spend time with people.” from the report
Choices and activities
People could make choices about meals, activities, rooms and visits. Activities included exercise, arts and crafts, entertainment and trips out.
“Activities included garden parties, arts and crafts, entertainers visiting once a week, exercises and trips out to local attractions and pubs.” from the report
Improvement systems
The home used audits, surveys and meetings to identify problems and make changes. Inspectors found that improvements had been made since the previous inspection.
“The provider had ensured that quality-monitoring systems were in place to identify shortfalls and make improvements to the service.” from the report
Some preference records incomplete
minorSome people's records did not yet fully record their likes and dislikes. The home said it was completing a new care plan section, and inspectors were shown completed examples.
“However, we did identify that some peoples' records on their likes and dislikes had not been fully completed.” from the report
- 01How will you make sure my relative's likes, dislikes and changing preferences are fully recorded and kept up to date?
- 02How do you check that staffing levels remain suitable when people’s needs change or staff are absent?
- 03What activities would suit my relative's interests, and how are people supported if they do not want to join group activities?
- 04How are care plans reviewed with people and their relatives, and how are changes communicated?
- 05What improvements were made after the previous Requires Improvement inspection, and how are these checked now?
This was an unannounced inspection of the overall service, covering all five questions and including observations, discussions and checks of care, staffing, medicines and quality records. This explanation was written from the published report of 2 September 2017 by an AI system and checked against the report text: every quoted line appears in the report. It is a guide to the report, not a substitute for it. Read the full report on cqc.org.uk.
Every inspection of The Hollies Rest Home
4 rated inspections over 4 years: the service has improved, from Inadequate to Good.
- March 2020Goodcurrent ratingstayed GoodSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- September 2017Goodup from Requires improvementSafe: GoodEffective: GoodCaring: GoodResponsive: GoodWell-led: Good
- July 2016Requires improvementup from InadequateSafe: Requires improvementEffective: Requires improvementCaring: GoodResponsive: GoodWell-led: Good
- October 2015InadequateSafe: InadequateEffective: InadequateCaring: Requires improvementResponsive: InadequateWell-led: Inadequate
- June 2014
Report published without a new overall rating.
- August 2013
Report published without a new overall rating.
- October 2012
Report published without a new overall rating.
- August 2012
Registered with the Care Quality Commission on 21 August 2012.
Ratings and report dates from the Care Quality Commission, Open Government Licence v3.0. A home can also be visited without a new rating being published, so the timeline shows published inspections.
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