Holistic Care UK

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 this inspection the rating is Requires Improvement. This meant staff were not always caring and people were not always treated with compassion and dignity.

This service scored 60 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff were caring and kind and treated people with respect. One relative said, their family member did not feel rushed, and staff stayed for the full duration of the call. They said, “The staff do care and are extremely kind to our loved one. the carers stay [duration].”

People did not always receive care and treatment which met their needs or reflected their preferences. People’s individual likes and dislikes and how to meet them were not always documented in people’s care records.

We saw that where people had stipulated their faith or were from a particular culture, the care planning process did not always explore or consider any potential culture needs that people required support with.

Staff had received equality and diversity training and were able to describe how they respected people equally.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

Care plans and daily notes did not explain how people were supported to be independent, which undermined their autonomy and ability to live fulfilling lives. Daily logs recorded the tasks completed, without including information to show if the person was supported to be involved. For example, ‘Personal care was given and dressed.’

However, the relative we spoke with told us staff promoted their family member’s independence, they said, “[Staff] allow our loved one to be as independent as they can, if they want a walk to the kitchen, they will accompany them to make sure they are safe.”

There was a risk that staff were unable to respond to people’s needs in the moment and able to act to minimise any discomfort, concern or distress. This was because staff did not have access to detailed and comprehensive information about people’s health and support needs and were unable to describe them.

Staff told us they could raise any concerns, and they were confident they would be addressed by the manager. The culture of the service promoted positive well-being through inclusivity, and open conversations.

Staff we spoke with told us they felt supported by the manager. Staff comments included, “Yes, I can speak to the manager at any time. [Manager] is friendly and supportive.”