Golden Hope Care Ltd

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 good. At this assessment the rating has remained good. This meant the service was consistently managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 71 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People, their relatives and staff told us they felt confident any concerns would be listened to and responded to appropriately. Some people provided us with examples of this. A relative told us, “There was one carer [person] didn’t like and we spoke to the manager, that carer doesn’t come anymore.” Another relative told us, “[Manager] is lovely, if there is a problem he will call us and invite us to the office for a chat, if we or they have any concerns with [person] in some way.” There was regular engagement with people and relatives, in line with Right Support, Right Care, Right Culture. There were processes to support staff speaking up, including anonymous reporting, however, some staff felt the service could improve in relation to directly asking for staff’s feedback about the service.

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. Staff felt the service promoted workforce equality, diversity and inclusion. One staff member told us, “I think [the service] gives opportunity for employment for everyone, we all look different, where we are from and what our skin looks like. I think it also gives equal opportunity in terms of work and shifts, I have not seen anyone allocated more or less than the other and in terms of gender there is also a good balance, they try to pair a female and male together to attend to all service users. We have all types of people, there is no discrimination.” We reviewed staff meeting minutes and found that the manager encouraged staff to say a prayer at the start of the meeting. We asked the manager how they managed this if there were staff attending the meeting who did not follow the same religion, and the manager told us they would stop this practise going forward to ensure that no staff felt discriminated against or excluded.

The provider did not always have good governance. There were policies and procedures in place, however these at times contained out of date information. For example, one policy referred to CQC’s previous inspection framework, and other policies contained website links which did not work. Additionally, documents were not always readily available and easily accessible during the inspection, which meant the inspection was delayed. However, people, their relatives and staff spoke positively about the management team. The manager had good oversight of the service. Staff were clear about their roles and responsibilities and the service worked in line with Right Support, Right Care, Right Culture.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.