Care watchdog inspectors visited this home an issued the following verdict on what they saw

The words of the care home’s management team of Rachel Redman and Elaine Kirtley after Holly House Care Home in Albany, Washington was given an overall rating of outstanding following its latest inspection by the Care Quality Commission (CQC).

Within the report, the watchdog judged the care home to be outstanding in the key inspection areas of quality of care, leadership, and effectiveness, and deemed to be good in the areas of safety and being responsive.

The overall report said that Holly House has an official rating of outstanding, with inspectors stating “the service is performing exceptionally well”.

Inspectors added: “During this inspection we found a truly exceptional, deeply embedded culture of kindness, safety, professionalism and continuous improvement, which was consistently modelled by leaders, embraced by staff and experienced by people using the service.

“People experienced exceptionally safe, compassionate and highly personalised care. Staff were consistently warm, respectful and attentive, and relatives described the home as a highly supportive, welcoming and responsive service.

“Staff knew people extremely well and used this knowledge to tailor care, support choices and promote independence. People felt valued and told us care was delivered in a calm and unhurried way that upheld their dignity.”

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After being informed of the judgement, care home manager Rachel Redman said: “What makes this achievement even more meaningful is knowing the journey we have been on. The building, once derelict, was brought back to life as Holly House Care Home in 2021, and just a few years later, in 2026, we are so proud to have achieved an Outstanding rating.

“Our staff consistently go above and beyond to ensure residents feel safe, valued, and truly at home.

“This achievement reflects the high standards of care we are committed to, as well as the meaningful relationships we build with residents and their families.

“We are grateful to our team, residents, and their loved ones for their ongoing trust and support.”

102-year-old RAF World War Two veteran and Holly House resident Tom Davidson initially contacted the Echo to tell us about the care home’s outstanding rating.

Tom said: “Getting outstanding rating is like getting gold medals and I’m so pleased for all the staff. The staff here are so caring and helpful. The care I’ve received since becoming a resident is fantastic and this is very well deserved.”

It was a sentiment shared to the inspection team by other residents.

Inspectors said: “People told us they experienced exceptionally kind, warm and person‑centred care at Holly House. They described staff as friendly, respectful and attentive, and said they felt genuinely valued and supported in their daily lives.”

The report also commended the leadership and management of the care home.

Inspectors said: “Leadership at Holly House is exceptionally strong. Managers modelled compassionate, inclusive and values‑led practice and had created a positive culture where staff felt supported, respected and able to speak up.

“Staff described Holly House as the best place they had worked, and said they felt valued, supported and proud of the care they delivered.”

The inspection team also highlighted how staff understood individual care needs “extremely well” and noted the array of activities available to residents who “enjoyed rich and meaningful day‑to‑day experiences”.

The home’s meals provision was also commended, as was the ‘excellent’, ‘timely’, and ‘relevant’ communication with residents’ families.

Following the inspection, Andrew Peck, CQC deputy director of adult social care in the north, said: “We found a service that had built on its existing strengths to provide an even higher standard of care, with a culture of kindness, safety, and professionalism evident throughout.

“Staff had a great understanding of people as individuals and tailored their care accordingly.

“One person was supported with producing social media content, which received a lot of interest online from around the world. This person told us that it made them feel valued and had a significant impact on their wellbeing.

“We received overwhelmingly positive feedback from external healthcare professionals that worked with the home in various capacities.

“Everyone at Holly House should be proud of their constant drive for improvement. The words of people, relatives, and peers in this report highlight the high standard of care being provided.”

Care home manager Rachel Redman added: “We would also like to thank the wider community, our sister care homes, and the many professionals we work alongside for their continued support and collaboration.

“Their contribution plays a vital role in the care we provide. We are especially grateful to the CQC for recognising the quality of our service.”