Select Care Services Limited - 109 Coleman Road

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 as good. At this assessment the rating has remained as 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 79 (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.

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.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

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.

The provider had a strong focus on continuous learning, innovation and improvement across the organisation and local system. They always 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 provider demonstrated an exceptional commitment to innovation and continuous improvement. They had designed and developed a bespoke digital system which enabled staff and managers to record, access and review information seamlessly through both a mobile app and desktop platform. The system alerted staff when training was due to expire and flagged upcoming reviews, including care plan reviews. It provided a complete audit trail showing who had completed each action and when, which strengthened accountability. Managers could analyse compliance trends, identify areas of good practice and take prompt action where improvement was needed. Bespoke reports were also built into the system, meaning important information was available quickly.

The system had significantly improved communication and responsiveness outside office hours. On-call staff could access current information, record updates and assign follow-up tasks to relevant staff for the next working day. Managers could access the system remotely to understand the situation, review information about a person’s current condition and support informed decision-making. At the end of each on-call period, the system automatically generated and sent a handover report to office staff, enabling them to act immediately and reducing the risk of information or actions being missed. The registered manager said, “We are so much more responsive with this new system. At the click of a button, we can all see it and start our work. Before, we were waiting for the handover and there was a risk that something could have been missed.”

The provider had also introduced an innovative and inclusive way for staff to access their detailed newsletters. Recognising that care staff had limited time to read lengthy information, the provider recorded each newsletter in an audio format so staff could listen at a convenient time, such as while travelling between calls or completing tasks at home. This reduced barriers to accessing important information and supported staff to remain informed and engaged.