Holly Park Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. People received care and support from staff who were caring and compassionate. There was a culture where people’s independence and choice were promoted.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. People and relatives spoke positively about the staff team. Comments included, “The staff do everything they can to make me happy” and “The staff are so gentle, kind and patient with me.”

We observed kind, caring and compassionate interactions between staff and people. This included ancillary staff who knew people well and chatted with them as they were carrying out their duties around the service. Staff referred to people by their preferred name. We saw examples of people's privacy and dignity being respected. There was cheerful banter between staff and people and a relaxed and inclusive atmosphere. Relatives were greeted warmly and said the staff were supportive and caring. We saw one person who was living with dementia who found comfort carrying a baby doll. Staff engaged warmly with them and entered into conversations and tasks with them. This made the person smile and laugh.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. Care records we reviewed had been written respectfully and promoted people's privacy and dignity. Care records showed the mobility aids and support people required to mobilise safely and to maintain their independence.

However, over the course of the assessment we noted there was a lack of personalised or group activities available to people. People and relatives also expressed their concerns about this. One person said they would like to have a residents meeting to discuss this. The registered manager was aware of this and demonstrated they were being proactive in recruiting an activity coordinator. Most people and relatives said they would recommend the service. Comments included, “Holly Park is grand.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People and relatives said their independence and choice were respected and gave us examples of how this was promoted. Staff spoke passionately about people’s rights. Comments included, “People are like family. We want to make sure they are comfortable and happy.” We observed staff promoting people’s independence and choice. We saw one person who had been supported to have a shower being encouraged to brush their own hair. People who needed support mobilising were encouraged to be as independent as possible.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff were generally attentive towards people and knew them well. Where people presented with distressed behaviours staff supported them promptly and kindly which helped people to remain calm and settled. Staff were relaxed and knew people well and used distraction techniques by talking about subjects’ people were interested in. Over the course of the assessment, we observed call bells were responded to promptly.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver good quality care. The registered manager told us the welfare of all staff was important to them. They valued their input and support and were keen to develop staff through an inclusive approach, enhanced training and strong teamwork. Staff told us the registered manager was very supportive and gave us examples about how adjustments had been made to support their personal circumstances.