Holistic Healthcare Cambridge was rated Good overall at its first inspection, with people receiving safe, effective, caring and responsive personal care from a well-trained, consistent staff team. Well-led was rated Requires Improvement because quality monitoring and complaints records were ad-hoc and the provider had failed to notify CQC of a relevant event.
Concerns (5)
moderate
Governance
: “this was on an ad-hoc basis and no records were kept of these audits”
moderateGovernance: “monitoring processes were not formalised and were not part of a planned and organised monitoring system”
moderateIncident learning: “the provider had not notified us of one event that had occurred”
moderateComplaints handling: “they were unable to show us records of their investigations into the concerns”
minorRecord keeping: “Although no records of the audits were kept, we could see they had taken action where necessary to address concerns”
Strengths
· Positive feedback from people, relatives and external professionals ('They've been an absolute godsend to me')
· Staff well trained, including Care Certificate for new staff and additional training on request (e.g. end of life)
· Safe medicines management with competency checks
· Person-centred, dignified care that promotes independence
· Small consistent care teams improving continuity and reliability
Quality-Statement breakdown (19)
safe: Systems and processes to safeguard people from the risk of abuseNot rated
safe: Assessing risk, safety monitoring and managementNot rated
safe: Staffing and recruitmentNot rated
safe: Using medicines safelyNot rated
safe: Preventing and controlling infectionNot rated
safe: Learning lessons when things go wrongNot rated
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawNot rated
effective: Staff support: induction, training, skills and experienceNot rated
effective: Supporting people to eat and drink enough; working with other agencies; access to healthcareNot rated
effective: Ensuring consent to care and treatment in line with law and guidanceNot rated
caring: Ensuring people are well treated and supported; respecting equality, diversity, privacy, dignity and independenceNot rated
responsive: Planning personalised care to ensure people have choice and controlNot rated
responsive: Meeting people's communication needsNot rated
responsive: Supporting relationships, interests and activitiesNot rated
responsive: Improving care quality in response to complaints or concernsNot rated
responsive: End of life care and supportNot rated
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsNot rated
well-led: Promoting a positive, person-centred, open and inclusive culture; duty of candourNot rated
well-led: Working in partnership with othersNot rated