We gathered evidence against the outcomes we inspected to help answer our five key questions. Is the service caring? Is the service responsive? Is the service safe? Is the service effective? Is the service well led? The inspector gathered information from people who used the service by arranging to visit them in their own homes, whilst we were on site at Hollins Hall.Below is a summary of what we found. The summary is based on our observations during the inspection. We spoke with people who used the service. We also spoke with the staff that supported them and we looked at records the service held.
If you want to see the evidence supporting our summary please read our full report.
Is the service safe?
People we spoke with told us they always felt safe. We looked at safeguarding procedures which were robust and staff understood how to safeguard the people they supported.
People told us that they felt their rights and dignity were always respected.
We found there were safe systems in place to ensure that where people needed support with their medication, this was done safely and they were protected against the risks associated with medicines.
Systems were in place to make sure that the manager and staff learn from events such as accidents and incidents, complaints, concerns, whistleblowing and investigations. This reduces the risks to people and helps the service to continually improve.
Staff knew about risk management plans and showed us examples where they had followed them. People were not put at unnecessary risk but also had access to choice and remained in control of decisions about their care and lives.
Some people we spoke with told us that they had emergency lifeline call bell (these are pendants worn by people living on site) and were activated by people in cases of emergency. Everyone we spoke with told us that this system helped to keep them safe.
We looked at the service's recruitment practice is and found this to be safe and thorough. No staff had been subject to disciplinary action. Policies and procedures were in place to make sure that unsafe practice can be identified and therefore people were protected.
Is the service effective?
People's health and care needs were assessed with them, and they were involved in developing their plans of care. People said that their care plans were up to date and reflected their current needs. From speaking with staff they were able to demonstrate a good understanding of people's care and support needs and knew people very well. One person told us 'They (the carers) always ask me if I am happy with the service.' Staff had received training to meet the needs of people they support in the community.
People were protected against the risks associated with medicines because the provider had appropriate arrangements in place to manage medicines.
Is the service caring?
People told us that they were supported by kind and caring staff who knew them well. One person told us 'The care is excellent. The carers call every morning to help me get dressed and they know how I like things done.'
We spoke with six people who were supported by the service. We asked them for their views about the staff that supported them. Feedback from people was very positive. One person told us 'The carers are first class' another person said 'Everything works like clockwork. The carers are extremely good.' When speaking with staff it was clear that they genuinely cared for the people they supported.
Is the service responsive?
People's needs were assessed before the agency provided a service to them in their own home. People's preferences, interests, aspirations and diverse needs had been recorded and care and support had been provided in accordance with people's wishes. People we spoke with told us they knew how to make a complaint if they were unhappy. They told us that complaints would be investigated and action taken as necessary. People also told us that there was a resident's forum that was held regularly at Hollins Hall. This ensured that people living at Hollins Hall had the opportunity to share their views about the service, which were then taken into account.
Is the service well-led?
The service had a quality assurance system, and records showed that identified problems and opportunities to change things for the better were addressed promptly. As a result the quality of the service was continuously improving.
Staff told us they were clear about their roles and responsibilities. Staff had a good understanding of the ethos of the service and quality assurance processes were in place.