This inspection took place on the 14 December 2016 and was unannounced. The Hollies provided care and support for up to 23 younger adults with complex mental health needs. At the time of this inspection 22 people were living at the service.

The home is required to have a registered manager and a registered manager was 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.

People’s medicines were administered safely. People were supported to access other healthcare professionals to maintain their physical and mental health and well-being.

Staff were trained to meet the needs of people. They had the training the provider considered necessary to support people using the service. Staff had safeguarding training and knew how to keep people safe.

People were offered the opportunity to pursue hobbies and interests inside and outside the service. They had access to fresh air and we saw the garden was in constant use.

Staff were deployed in the best interests of people and there were enough staff to meet people’s needs in a timely manner. There was a thorough recruitment processes in place.

People were given the opportunity to plan their meals and had a choice of nutritious food and drink throughout the day. People were happy with the food. People’s dignity was promoted at all times. Staff were caring at all times and had good relationships with people.

The staff understood and complied with the requirements of the Mental Capacity Act 2005 (MCA) and the associated Deprivation of Liberty Safeguards. All the staff we spoke with understood the implications for people who were living under different sections of the Mental Health Act 1983.

Staff had read people’s care plans and they were aware of information relating to people’s needs and wishes. The provider had introduced a handover sheet that included an easy read page of important details in relation to people’s needs and wishes.

There was an effective quality assurance system in place that was carried out at registered manager level and provider level to monitor all aspect of service delivery and to ensure the inclusion of people in service planning.

We spoke with two of the people who use the service. They told us that staff respected their privacy and dignity and one person said, “[Staff] respect my request to shower on my own, if I ask.” People also told us that staff encouraged them to be as independent as possible. One person said, “Staff encourage me to do things on my own.”

The people we spoke with told us that staff respected their personal preferences and they thought that their needs were met. We found that people were provided with a wide range of activities that were centred on their individual needs. Staff were considering the mental capacity of the people using the service when it came to them making important decisions in their life.

People said they felt safe at The Hollies and one person told us, “I’m treated all right.” Staff had received training that kept people safe and also training to reduce the risk and spread of infection. People told us that the premises were kept clean, tidy and hygienic.

The people we spoke with thought that staff had been recruited safely. One person told us, “Everyone is OK.” We found that appropriate checks were undertaken before staff began work.

We spoke to ten people and five members of staff.

Most people able to share their experiences with us were satisfied with the care and service they received, and felt involved in decisions about their care and treatment. One person told us ‘'this is a great place to live’'. Another person said ‘’it’s ok but I would prefer my own place’’. A further person told us ‘’they liked having their own lounge and television, and took pride in keeping their room clean and tidy.’’

We spoke with two of the people who use the service. They told us that staff involved them in planning their care. Also, staff confirmed that they ask people for their consent when a decision needs to be made.

The people we spoke with said that staff respected their personal preferences and they thought that their needs were met at The Hollies. They felt that a range of suitable activities were offered, with one person telling us, “I don’t get bored.”

People felt safe at The Hollies and one person told us, “[Staff] treat me very well.” Staff had received training that kept people safe and the people we spoke with felt that staff were well trained to meet their needs. Records we saw supported this.

People were asked for their views, and comments that they made were acted on. One person told us that, at residents meetings, “I can tell people what I think.” Minutes of these meetings supported this comment.