Holistic Community Care Limited

Updated 16 December 2023

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Health and Social Care Act 2008.

Inspection team

The inspection team consisted of three inspectors and three Experts by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

Registered Manager

This provider is required to have a registered manager to oversee the delivery of regulated activities at this location. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers and providers are legally responsible for how the service is run, for the quality and safety of the care provided and compliance with regulations.

At the time of our inspection there was a registered manager in post.

Notice of inspection

The inspection was announced. We gave the service 24 hours’ notice of the inspection. This was because we needed to be sure that the registered manager would be in the office to support the inspection.

What we did before the inspection

We used the information the provider sent us in the provider information return (PIR). This is information providers are required to send us annually with key information about their service, what they do well, and improvements they plan to make.

The provider completed the required Provider Information Return (PIR). This is information providers are required to send us annually with key information about the service, what it does well and improvements they plan to make.

We sought and received feedback from the local authorities and professionals who work with the service.

We used all this information to plan our inspection.

During the inspection

We spoke with the registered manager, director, quality assurance manager, head of care, care coordinators, accountant, deputy managers and 15 care assistants. We reviewed a range of records. This included 22 people’s care records. We looked at staff files in relation to training and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.

We spoke with 25 people who used the service and 7 relatives about their experience of the care provided.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We reviewed further risk assessment, care plans and information relating to the management of the service.

Updated 16 December 2023

About the service

Holistic Care Community is a domiciliary care service registered to provide personal care and support to people in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of the inspection there were 259 people receiving personal care.

People’s experience of the service and what we found

The majority of people and their relatives were happy with the care and support provided. Comments included, “I am pleased with the service provided” and “I am very happy with my carers.” However, some people had experienced delays in their call visits. The provider had been successful in recruiting additional staff which had ensured sufficient staffing levels. People were supported by staff who were recruited safely. Staff received induction before they started providing care.

People were protected from the risk of avoidable harm. Comments included, “I feel safe with my carer” and “[Care staff] treat me so well.” Staff understood their responsibility to protect people from harm and to report concerns. They knew how to identify abuse and to whistle blow any concerns. Risk assessments were carried out and guidance put in place. This ensured staff were able to provide care in a safe manner. People received their medicines when required. Staff followed good hygienic practices to reduce the risk of spread of infection.

People received effective care as staff were supported to undertake their work. Staff received regular training and supervision to carry out their roles. People were supported to maintain good health and their well-being.

People told us they received care from regular care staff. This enabled them to develop positive and meaningful caring relationships. People were supported in a manner that maintained their dignity and privacy. They consented to the care provided to them. People were supported to maintain their independence and to make choices about their daily living.

People’s care needs were met. Care and support plans were reviewed and updated to reflect changes to each person’s needs. Staff supported people to access health services when required. People and their relatives knew how to raise concerns about their care.

People, their relatives and staff were happy with the management and leadership of the service. They felt their views were valued and considered. They described the registered manager as transparent and approachable. Quality assurances were undertaken on the care provided and improvements made when needed. Staff were encouraged to learn when things went wrong. The provider took action to prevent incidents from happening again. The registered manager worked in partnership with other agencies, health and social care professionals and external organisations to ensure people received care appropriate to their needs.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

The last rating for this service was Good, published on 10 October 2017.

Why we inspected

This inspection was prompted by a review of the information we held about this service.

Follow Up

We will continue to monitor information we receive about the service, which will help inform when we next inspect.