Holistic Quality Care Ltd

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect. This is the first assessment for this newly registered service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect. Relatives consistently told us their family members were treated kindly by staff. When asked, they responded positively, with comments including, “Yes definitely” and “Yes, absolutely.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics. The provider took account of people’s strengths, abilities, aspirations, culture and backgrounds. Staff knew people well and provided support in line with their strengths and abilities. Staff spoke about people with respect and admiration showing genuine regard for their well-being. Staff had spent time getting to know people to understand their needs and preferences. A relative told us, “Staff treat [person] with a lot of respect, they respect and understand their culture and beliefs.”

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People and their relatives told us that staff respected their individual needs. Staff were aware of people’s preferences such as what they liked to eat, what clothes they liked to wear and how they preferred their care to be delivered. One staff member told us, “[Person] likes to wear their cultural clothing, it can make providing care more difficult, but it doesn’t matter, it’s their choice.”

People’s care plans were personalised and contained information about their individual needs and preferences.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress. Staff demonstrated a good awareness of people’s health and medical needs and how to respond appropriately if people became unwell. A relative told us, “The staff check everything and let us know.”

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff had access to training to support them to meet people’s needs. They had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service. This was achieved through regular supervision and team meetings. Staff felt the leadership team was accessible. The leadership team told us they fostered an open and honest culture where they encouraged transparency and learning from mistakes.