Freivan Support Services

On this page

• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

Well-led – this means we looked for evidence that service leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

The provider was previously in breach of legal regulations in relation to good governance. Improvements were found at this assessment, and the provider was no longer in breach of this regulation.

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 had a shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people and their communities. The provider and staff were clear about the direction of the service which was to improve people’s life and make them as fulfilled as possible. The provider told us, “Staff feel we care and understand what they are going through, we will invest in them so they can be part of Freivan.” The provider told us they were clear about the standards they expected, providing support and guidance when staff had failed to meet the standard.

Most of the staff we spoke with gave positive feedback about the management team and the culture of the service. Most staff said they could talk to the office staff and the management team at any point and felt involved and included in the day to day running of the service and any changes that occurred. Staff told us they had team meetings, as well as 1-2-1 support and supervisions, which provided opportunities for discussing any issues with the service and how to make improvements. One staff member said, “They are absolutely awesome, they are easy to reach, and you can go to the office at any time.”

The provider was very visible at the service. At the time of our assessment there was no registered manager in post. The provider was training a staff member to be a registered manager for Freivan and told us they would submit application for the role of registered manager. Staff felt supported and were positive about the management. Relatives were also positive about the management and told us they were confident should they need to raise any concerns action would be taken.

The service fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us there was regular engagement with people and their relatives, with a focus on supporting people to thrive, have new experiences and live the life they choose. The service had a whistle blowing policy in place, and staff spoken to felt able to raise concerns and were confident action would be taken. One staff member told us, “The door is always open here. I feel listened too.” The provider had an accessible complaints policy in place. The policy detailed how people could raise concerns if they were not happy with the care or service they received.

The provider valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. There were policies and procedures in place to support equality and diversity. Staff had received training and knew how to recognise discrimination within the workforce. Staff told us they were all treated equally and were not discriminated against. They gave the examples on how all staff were involved in planning who would work and when.

At our last inspection, the provider had few quality assurance measures in place. The nominated individual told us they had not completed any audits; care plans, staff files or care notes had not been audited to ensure the quality of people's care. The completion of such audits was highlighted as necessary in the provider's policies. At this assessment, we saw improvements. A robust system to monitor, assess and drive improvements to their service had been implemented. This included medicines management audits, care plans and risk assessment audits, daily notes, and infection control audits. An external consultant completed annual audits by following CQC key questions of safe, effective, caring and responsive and well-led to give the provider an unbiased view of the quality of the service. Following the audits, the provider developed actions plans with dates for actions to be achieved and these plans were reviewed each month. Sufficient improvement had been made at this assessment and the provider was no longer in breach of regulation 17. We were assured that staff understood their roles and responsibilities and the management team could account for the actions, behaviours and performance of staff. We saw there were effective quality assurance processes in place. These included feedback from people and were used to help continue driving improvement within the service. One partner told us, “I have known Frievan Support Care for over a year and they are very good providers and look after the welfare of the service users we have placed with them. I have visited a few of their properties unannounced and have no negative observation of their services.”

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people. They shared information and learning with partners and collaborated for improvement. They shared information and learning with partners and collaborated for improvement. The provider told us they regularly received the minutes from provider forums run by the local authority.

One partner told us, “My experience with Frievan has been positive. In general, they have been very receptive to the support offered by the team and have responded fast to any concerns being raised. They have taken suggestions and recommendations on board. This has fostered a mutually cooperative relationship which I have no doubt benefitted the service user.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe, effective practice and research.

The model of care was in line with current best practice guidance right support, right care, right culture. Leaders worked with people, their representatives and staff to build a culture that focused on enabling people to enjoy a full life.

Regular staff meetings were held to advise staff on best practice relating to safe care of people using the service. Issues discussed with in staff meeting included, for example, people’s well-being, supervising people during activities, care plans and risk assessments, the importance of accurate recording and staff training.