Holistic Homecare 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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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. People and relatives told us staff treat them well, were kind, caring and respected their privacy and dignity. A person said, “My carer is friendly and makes me happy if I am in a bad mood. They are very nice.” And a relative said, “Staff are smashing. They treat [name] like family. I couldn’t ask for more. They are very kind and understanding.” Information provided to people included inspirational quotes, well-being information and mental well-being resources and contacts. People were provided with food in line with their cultural requirements, for example 1 person received a vegetarian diet, and another received a Halal diet.

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 service was fully staffed, had a low turnover of staff and did not use agency staffing, meaning staff knew people's needs and people told us staff treat them as individuals and knew them well. People's hobbies and interests were explored and staff supported them with these. For example, 1 person enjoyed photography and was supported to attend college to complete an art course.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing. People chose their routines and what activities they like to do. People's preferences were clearly recorded in their care plans. For example, 1 person liked staff to attend and get them ready for their time at a day centre each day, and another person liked staff to do activities which made them laugh and gave them happy memories. A relative said, “Staff give [name] choices so they can change their mind about things. They play board games and take [name] to the local gym.” And a person said, “I am in charge. Staff take me swimming sometimes. Staff read things for me. I bake, and I enjoy talking.”

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. People and relatives told us they were supported by staff who know them well and met their needs. A relative said, “Staff know every little detail. It is always male staff. It wouldn’t be fair on [name] to have females.” The provider audited and monitored people's care calls, to ensure people received calls for their allocated times. Daily records evidenced people received care in line with their needs, such as dietary monitoring, supporting people with personal care and providing people with activities of their choice. Daily logs also recorded people's mood and general well-being, to enable staff to spot signs of any deterioration in people's mental health.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care. Staff received regular supervisions and appraisals, to support them in their roles and with their professional development. We received positive feedback from staff; they told us they were happy at work and felt valued by the management team. Staff initiatives were in place, such as employee of the month, which celebrated good practice. A staff member said, “I feel I have received the training needed to do my job. Additional training would be available if required. I have supervisions and appraisals, which I have copies of. I feel greatly supported by my manager.”