Archived: Holly Lodge

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

We reviewed 2 quality statements for this key question, in relation to how caring the service was. We received very positive feedback from people, relatives and visiting professionals. The service used innovative ways to communicate and assess people’s mood. The service enabled people to have everyday life experiences which they enjoyed. The service was very person-centred.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Relatives were very happy with the level of care and compassion staff had shown for their family member. They told us they could visit whenever they wanted to and were welcomed. Comments included, “They are lovely to him”, “They are perfect” and “Always kind and cheerful.”

Staff knew how to maintain people’s privacy and dignity. There was a section on the electronic system where an emoji could be used to describe how someone was feeling. A staff member said, “We get people to be involved so they pick the emoji to say how they feel each day.” Other staff comments included, “We keep [people] covered when we take [them] to the bathroom. We make sure curtains are closed and doors shut” and, “I treat people how I want to be treated. I warm my hands before applying topical creams for example.” The management team told us the staff had gone over and above to ensure a resident transitioned smoothly, to a new home nearer to their family. This included a thorough handover, accompaniment on the journey and a leaving party.

One professional told us the staff have supported a family and person well with transition and have gone “over and beyond.” They have taken the person on many trips to “wonderful” places and it “looks like he’s had the time of his life” Staff have also supported the person with more age-appropriate clothing, adapting to his needs. A further comment was, “Holly Lodge have put him at the centre of thinking.” Another professional stated the staff at Holly Lodge are, “Very person centred, very caring.”

Staff treated people with kindness. There was a relaxed and friendly atmosphere at the service. Staff were sat with people talking, holding hands and engaging with them. We observed there was a nice positive relaxed atmosphere in the hub.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Relatives told us staff promoted their family members independence as much as they were able to.

Staff encouraged people to maintain their independence where able. For example, some people could manage aspects of their care with some staff support. One staff member said, “[Person] likes to clean [their] own teeth so we encourage [them] to do that [themselves]. [Person] tells us if we forget.” One staff member told us they had taken someone into town to buy some new clothes. The person had chosen what they wanted to spend their money on. Another staff member said, “We do try to get people to do as much for themselves as possible. [Person] enjoys baking so we do that together. [Another person] loves to measure the ingredients so they do that part.” People were able to move around the building if they wanted to and spend time in different areas. We saw staff support people to enjoy the gardens because the weather was pleasant. We saw a member of staff supporting another person out for a walk.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.