Archived: Hollins Bank Care Home

Hollins Bank Care Home is a care home providing personal care to support up to 44 older people in single bedrooms. Accommodation is provided over two floors with lift access and there are sufficient bathing and communal spaces to meet people’s needs. Hollins Bank Care Home will be referred to as Hollins Bank within this report.

We found the following examples of good practice.

¿ Hollins Bank only recently reopened to visiting. The registered manager created a safe space with a screen that follows guidance. Staff maintained important family relationships through such alternatives as electronic communication.

¿ Staff had a good understanding of and followed good infection control practice. There were sufficient supplies of PPE, which staff used effectively to maintain people’s safety. The registered manager trained and competency-checked each employee to ensure they retained their skills.

¿ Care records contained required information to guide staff to support people during the pandemic. This included assessments and control measures to mitigate the risk of harm.

¿ The registered manager had an extensive COVID-19 policy in addition to their infection control procedures. There were multiple specific audits and protocols to assess the safety of measures deployed.

Hollins Bank Care Home is a care home providing personal care to 37 older people at the time of our inspection. The service can support up to 44 people in single bedrooms. Accommodation is provided over two floors with lift access and there are sufficient bathing and communal spaces to meet people’s needs. Hollins Bank Care Home will be referred to as Hollins Bank within this report.

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

The registered manager had sufficient staffing to meet people’s needs in a timely way. People said they felt safe. One person stated, “I always feel safe, I have never felt unsafe.” People confirmed they received their medication as prescribed. One person told us, “Yes, I always get them at the same time.” The management team had effective procedures to retain a safe environment.

The registered manager discussed, agreed and developed care plans to ensure staff met people’s health needs. Those we spoke with said they were offered a choice of enjoyable meals. One person stated, “I always enjoy my food.” People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible. The policies and systems in the service supported this practice. A staff member explained, “We are all very knowledgeable about mental capacity and make sure we never restrict people's freedom.”

The registered manager and staff delivered an inclusive care model to support each person’s diverse and cultural needs. People and relatives were very keen to tell us how kind and courteous staff were. A relative commented, “They are now part of our extended family.”

The registered manager assessed people’s needs and developed person-centred care plans to guide staff to meet their requirements and preferences. People confirmed they were fully occupied. One person said, “I have fun.” People and their relatives told us they understood how to raise concerns. One person stated, “I have never complained, I feel comfortable here.”

The registered manager had a variety of forums to assess quality assurance. They promoted an open, welcoming atmosphere to optimise people’s wellbeing. A staff member told us, “[The registered manager]'s mad, she's always in the lounge getting people up, dancing and having a laugh. She's great.”

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

Rating at last inspection and update

The last rating for this service was good (published 05 August 2017).

Why we inspected

This was a planned inspection based on the previous rating.

Follow up

We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.

The inspection visit at Hollins Bank was undertaken on 06 February 2018 and was unannounced.

Hollins Bank provides care and support for a maximum of 44 older people. At the time of our inspection there were 36 people living at the home. Hollins Bank is situated in a residential area of Blackpool close to local shops and other amenities. Accommodation is provided over two floors with lift access to each floor. There is a large lounge, dining room and conservatory area. A substantial, well-maintained garden is available at the rear of the home for people’s leisure.

A registered manager was in place. A registered manager is a person who has registered with the Care Quality Commission (CQC) to manage the service. Like registered providers, they are ‘registered persons’. Registered persons have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.

At the last inspection on 01 May 2017, we rated the service as Good.

Hollins Bank is a ‘care home.’ People in care homes receive accommodation and nursing or personal care as a single package under one contractual agreement. CQC regulates both the premises and the care provided, both of which we looked at during this inspection.

During this inspection, people we spoke with told us they felt safe living at Hollins Bank. When we discussed the principles of safeguarding people against potential harm or abuse with staff, they demonstrated a good awareness.

We assessed staffing levels and skill mixes and saw these were sufficient to meet people’s needs with a timely approach. A healthcare professional said they found good staffing levels and experienced no delay in being taken to visit people who lived at Hollins Bank. The registered manager obtained required checks before an employee’s commencement in post to ensure staff were suitable to work with vulnerable adults.

Each person’s care file held a medication care plan and risk assessment as part of the safe management of their medicines. Staff received medication training and competency testing to demonstrate they were safe to administer. A person who lived at Hollins Bank told us, “I get my medication on time, never had a problem with that.”

The provider had systems to assess, monitor and mitigate potential risks to people who lived at Hollins Bank. Records included an assessment of the individual’s skills, identified risks and the level of severity. The management team had also recorded actions to maintain people’s safety.

Procedures the registered manager had to record and manage accidents and incidents provided a good oversight of environmental safety. Hollins Bank had a clean and tidy environment. We found infection control stations were available at various points in the home to maintain clean and safe premises.

We found the provider worked closely with other organisations to improve and develop the service. The management team checked people’s views about the quality of their life at Hollins Bank. A staff member commented, “I like the fact residents come first. That is an utmost message from the manager.” Staff we spoke with confirmed they were involved in the development of the home and encouraged to raise any concerns.

Throughout our inspection visit, we found the registered manager was very visible about Hollins Bank. They fostered a calm, relaxing atmosphere and we saw staff were happy and smiling in their duties.

The registered manager had a range of audits to monitor quality assurance and maintain people’s safety. These were reviewed to assess the effectiveness of treatment and interventions used in order to mitigate potential risks.

Hollins Bank currently provides care and support for a maximum of 44 older people. At the time of our inspection there were 31 people living at the home. Hollins Bank is situated in a residential area of Blackpool close to local shops and other amenities. Accommodation is provided over two floors with lift access to each floor. There is a large lounge, dining room and conservatory area. A large, well-maintained garden is available at the rear of the home for people’s leisure.

Hollins Bank was newly registered on 10 May 2016. Consequently, this was their first inspection.

During this inspection, people we spoke with said they felt safe, comfortable and relaxed. The registered manager had systems to assess, monitor and alleviate potential risks to people who lived at the home. Staff demonstrated a good awareness of safeguarding and reporting procedures.

Staffing levels were sufficient to meet the needs of people who lived at the home. One staff member told us, “Staffing levels have got better. I feel I can sit and chat with people without being rushed.” We checked staff records and noted employees received training. We found Hollins Bank followed their recruitment policy and correct procedures to safeguard people against the employment of unsuitable personnel.

Staff received medicines training and competency testing before they were permitted to carry out related procedures. We observed one staff member administered medication in an unhurried, focused way. This showed the registered manager had suitable arrangements to protect people from the unsafe management of medication.

We found staff followed the Mental Capacity Act 2005 because where people were deprived of their liberty to safeguard them, correct records were in place. We observed people were able to move about Hollins Bank freely. They were supported by staff to make their day-to-day decisions and recorded consent to care was contained in their care records.

Assessments and care records were developed with the person and relatives at the forefront of their support. A person who lived at the home told us, “Staff are very nice people. They listen and make time for me.” All documentation we reviewed was regularly updated to guide staff to be responsive to people’s needs. We observed staff demonstrated a calm, kind and soft touch when they engaged with those who lived at Hollins Bank. People and their representatives told us they felt fully involved in their care planning.

The registered manager had an effective system to monitor people’s nutritional needs and took action to address identified concerns. People commented they enjoyed their meals and were encouraged to have them where they chose. One person told us, “I had my breakfast in my room this morning because I wanted to watch a film.”

We found the registered manager had multiple systems to assess the quality of the service and gain feedback from staff, people and their relatives. One person who lived at the home said, “We have residents’ meetings. That is when we all get together and talk about the home.” We observed the registered manager was hands on in their approach and promoted a well organised home.