This unannounced inspection took place on 23 November 2016. The Hollies Residential Home provides accommodation and personal care for up to 40 people. At the time of this inspection there were 39 people using the service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission 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.

The previous inspection of the service took place on 10 October 2013. The service met all the regulations we checked at that time.

People, their relatives and staff spoke highly of the registered manager and management team. They told us the registered manager and the management team were visible, accessible to people, and promoted best practice at the service. People’s views and wishes were considered and used to develop the service.

People’s needs were assessed and care plans contained clear guidance on how to support people. People, their relatives and healthcare professionals were involved in planning people’s care. Care plans had information about people’s individual needs, abilities, preferences and how they wanted their support delivered. People received person centred care that was responsive to their needs, wishes and preferences.

People contributed to reviewing of the support they needed and received input from staff and healthcare professionals involved in their care. People received support in line with the legal requirements of the Deprivation of Liberty Safeguards and principles of the Mental Capacity Act 2005.

People accessed the health and care services they needed. Medicines were managed, administered and stored safely. People were enabled to lead meaningful and fulfilled lives and were supported to be as independent as possible.

Staff felt supported in their role and were motivated and committed to providing high standards of care to people. People said staff were kind and caring and understood their individual preferences. We saw friendly and caring interactions between staff and people.

Staff upheld people’s dignity, respected their privacy and promoted their independence. People chose how to spend their time and took part in activities that interested them.

Staff assessed, reviewed and managed risks to people appropriately. Support plans contained sufficient information for staff on how to keep people as safe as possible.

Staff knew how to protect people because they understood the types of abuse and neglect which could happen and their responsibility to report any concerns. There were safe recruitment practices in place and sufficient numbers of staff deployed to meet people needs.

People had sufficient and nutritious meals and drinks which they liked and were provided in line with their preferences. People were encouraged to invite relatives and friends to join them at mealtimes. People were encouraged to maintain relationships with those important to them and to reduce the risk of social isolation.

People and their relatives were aware of and understood the complaints procedure. The registered manager monitored and investigated accidents and incidents and put plans in place to minimise the risks of a recurrence. Staff used any feedback as an opportunity to learn from incidents and improve the service.

The registered manager undertook checks on the quality of the service and made improvements when necessary. The registered manager worked in partnership with healthcare professionals to ensure people received the support they needed and develop the service.

This unannounced inspection took place on 23 November 2016. The Hollies Residential Home provides accommodation and personal care for up to 40 people. At the time of this inspection there were 39 people using the service.

There was a registered manager in post. A registered manager is a person who has registered with the Care Quality Commission 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.

The previous inspection of the service took place on 10 October 2013. The service met all the regulations we checked at that time.

People, their relatives and staff spoke highly of the registered manager and management team. They told us the registered manager and the management team were visible, accessible to people, and promoted best practice at the service. People’s views and wishes were considered and used to develop the service.

People’s needs were assessed and care plans contained clear guidance on how to support people. People, their relatives and healthcare professionals were involved in planning people’s care. Care plans had information about people’s individual needs, abilities, preferences and how they wanted their support delivered. People received person centred care that was responsive to their needs, wishes and preferences.

People contributed to reviewing of the support they needed and received input from staff and healthcare professionals involved in their care. People received support in line with the legal requirements of the Deprivation of Liberty Safeguards and principles of the Mental Capacity Act 2005.

People accessed the health and care services they needed. Medicines were managed, administered and stored safely. People were enabled to lead meaningful and fulfilled lives and were supported to be as independent as possible.

Staff felt supported in their role and were motivated and committed to providing high standards of care to people. People said staff were kind and caring and understood their individual preferences. We saw friendly and caring interactions between staff and people.

Staff upheld people’s dignity, respected their privacy and promoted their independence. People chose how to spend their time and took part in activities that interested them.

Staff assessed, reviewed and managed risks to people appropriately. Support plans contained sufficient information for staff on how to keep people as safe as possible.

Staff knew how to protect people because they understood the types of abuse and neglect which could happen and their responsibility to report any concerns. There were safe recruitment practices in place and sufficient numbers of staff deployed to meet people needs.

People had sufficient and nutritious meals and drinks which they liked and were provided in line with their preferences. People were encouraged to invite relatives and friends to join them at mealtimes. People were encouraged to maintain relationships with those important to them and to reduce the risk of social isolation.

People and their relatives were aware of and understood the complaints procedure. The registered manager monitored and investigated accidents and incidents and put plans in place to minimise the risks of a recurrence. Staff used any feedback as an opportunity to learn from incidents and improve the service.

The registered manager undertook checks on the quality of the service and made improvements when necessary. The registered manager worked in partnership with healthcare professionals to ensure people received the support they needed and develop the service.

As part of our inspection we spoke with 17 people who used the service about the care and support they received. We also spoke with the Registered Manager, Office Manager and five members of support staff.

People told us they were "Happy" living at the Hollies and felt they received a high quality of care from staff. One person said "I am well looked after and have freedom to go to bed when I want to".

We reviewed the individual care plans for four people who used the service and found that these had been updated regularly and met the needs for each person. We found that staff had recorded daily the support given to each person and this was in line with their care plan.

People spoke highly of staff and described them as "Very good" and "Likeable". We observed that staff respected peoples dignity and treated them in a respectful way.

We found that staff followed safe and appropriate procedures for handling and administering people's medications.

The home was bright, clean and tidy. People appeared to be relaxed and at ease in their surroundings. We found that the home was well maintained in order to provide a safe and suitable environment for people to live in.

People said they felt "Safe" and had no complaints about the service. They said that if they had any concerns then they would speak to the manager. One person said "The manager is always here to speak to".

As part of this inspection we spoke with five people who used the service and their relatives about the care and support they received. We also spoke to the Registered Manager and four support staff. During the inspection we noted that the interactions between staff and people were positive and the environment was friendly and relaxed.

People told us they were happy living at The Hollies and were included in the decisions regarding their care and support. Comments included "I am able to ask for the care that I need when I need it" and "It's very nice here".

People spoke highly of the staff and described them as "Friendly" and "Approachable". One person told us that "The staff are good and listen".

People said they were able to get involved in different activities and were able to choose what they wanted. One person said "There is always enough to do" and "There are plenty of activities and they listen to any suggestions we have".

People who used the service told us they felt safe. One person said "I feel nice and secure here".

Relatives told us that they felt able to raise any concerns with the manager or staff and knew the appropriate action would be taken. Comments included "The manager is always available and addresses issues quickly" and "If I ever have a problem I know I can speak with any of the staff and it will be resolved".