Hollywell Court Residential Home

Updated 24 February 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

As part of this inspection we looked at the infection control and prevention measures in place. This was conducted so we can understand the preparedness of the service in preventing or managing an infection outbreak, and to identify good practice we can share with other services.

Inspection team

The inspection was carried out by 1 inspector.

Service and service type

Hollywell Court is a 'care home'. People in care homes receive accommodation and nursing and/or personal care as a single package under one contractual agreement dependent on their registration with us. Hollywell Court is a care home without nursing care. CQC regulates both the premises and the care provided, and both were looked at during this inspection.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

This inspection was unannounced.

What we did before the inspection

We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority and professionals who work with the service.

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make. We used all this information to plan our inspection.

During the inspection

We spoke with 4 people using the service and had discussions with 2 relatives on the telephone to gain their view of the service. We spoke with 3 staff members that included the registered manager and 2 care and support staff. We received written feedback from another 1 staff member.

We requested email contact details for 6 staff so we could gain further feedback, but the registered manager told us staff did not want to be approached by CQC.

We reviewed a range of records. This included 2 people's care records and medication records. We looked at 2 staff files in relation to recruitment. A variety of records relating to the management of the service, including quality assurance audits, training records, key policies and meeting minutes were reviewed.

Updated 24 February 2023

About the service

Hollywell Court Residential Home is a residential care home, providing personal care for up to 12 people aged 65 and over. At the time of the inspection 8 people were using the service. Accommodation is provided over the ground and first floors with some rooms having access to en-suite facilities.

People’s experience of using this service and what we found

There were informal systems in place to monitor the quality and standards of the service, however these had not always been effective at identifying areas for improvement

Formal staff supervision and appraisals were no longer taking place and the registered manager confirmed they no longer held staff team meetings, residents and/or relatives meetings. In addition, they told us they were no longer sending out satisfaction questionnaires to people and their relatives to gain their views about the service.

People received safe care and support and they told us they felt safe living at Hollywell Court. Staff understood safeguarding procedures and were confident in reporting any concerns. Risks to people's safety were assessed and well managed, and people’s care plans detailed current risks and individual needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

There were sufficient numbers of staff who were safely recruited to meet people's needs. Staff received training in relation to the safe administration of medicines and their competencies were checked to ensure safe practice. Infection control measures were robustly followed, and staff had access to sufficient PPE.

An activities programme was in place, and care plans were personalised to each individual detailing their likes, dislikes and personal preferences. People and their family were involved in the care planning process as much as was possible.

A complaints system was in place and was used effectively. There had been no complaints in the last 12 months.

There was no one receiving end of life care at the tie of our inspection. However, there were systems in place to care for people at the end of their life with support from other health professionals.

Staff felt well supported and said that communication was effective. One staff member commented, “We are small and like a family. We have regular communication every day and we always know what's going on.”

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good (published 07 November 2019)

Why we inspected

We received concerns in relation to the management of people’s end of life care needs. As a result, we undertook a focused inspection to review the key questions of safe, responsive and well-led. For those key questions not inspected, we used the ratings awarded at the last inspection to calculate the overall rating.

We found no evidence during this inspection that people were at risk of harm from this concern. Please see the safe, responsive and well-led sections of this full report

We looked at infection prevention and control measures under the Safe key question. We look at this in all care home inspections even if no concerns or risks have been identified. This is to provide assurance that the service can respond to COVID-19 and other infection outbreaks effectively.

You can read the report from our last comprehensive inspection, by selecting the ‘all reports’ link for Holywell House Residential Home on our website at www.cqc.org.uk.

Follow up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.