Holly Care Services - Main Office

Updated 1 August 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.

Inspection team

The inspection was carried out by 1 inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own homes.

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

We gave the service notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be around to support the inspection.

What we did before the inspection

We reviewed the information we already held about the service. This included their registration report and notifications. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. We used all of this information to plan our inspection.

During the inspection

We spoke with the registered manager. We reviewed a range of records. This included 2 people’s care records, 2 staff files, training records, risk assessments and staff rotas. We also looked at audits and a variety of records relating to the management of the service, including policies and procedures.

Following the inspection, we spoke with 1 person and 2 relatives by telephone to obtain their views of the service. We also contacted 3 members of staff by telephone, to ask them questions about their roles and to confirm information we had received about them during our inspection.

Updated 1 August 2023

About the service

Holly Care Services - Main Office is a domiciliary care agency and is based in the London Borough of Redbridge. The service provides personal care to people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection there were 3 people using the service.

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

There were systems to reduce the risk of abuse and to assess and monitor potential risks to people who used the service. There were enough staff to meet their care and support needs. People were protected by appropriate recruitment processes. The provider had a system in place to record and monitor accidents and incidents. People were protected from the risks associated with the spread of infection.

An initial assessment of people was carried out before they started using the service. People received effective care from staff who had the knowledge and skills to carry out their job roles. Staff were supported by a system of induction, training and supervision. 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.

People were treated with respect and their independence, privacy and dignity were protected and promoted. Care was provided with kindness and compassion. Confidentiality of people’s personal information was maintained. People were supported to be involved in their care planning and making decisions about their care in a way that suited their needs.

Care plans provided detailed information about each person’s care and support needs. People were supported to take part in activities within the service and in the community. People and relatives felt able to make a complaint and were confident that complaints would be listened to and acted on. People received care and support in accordance with their preferences, interests and diverse needs.

People and their representatives felt the service was well managed and staff felt supported. Staff were aware of their responsibilities in ensuring the quality of the service was maintained. There was an effective quality monitoring system to check that the care met people’s needs. The provider had links with the wider community in order to help ensure a joined-up approach to people's support.

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

Rating at last inspection

This service was registered with us on 16 June 2022 and this was the first inspection.

Why we inspected

This was a planned inspection based on when the service registered with us.

Follow up

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