Fortune Smiles Service 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

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.

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.

People receiving support have shared that they consistently felt respected and included throughout their care. One person said,” Staff listen to me, and I feel they respect my decision that I make.”

The registered manager told us, “Our aim is to ensure that staff upheld our fundamental values which is, prioritising the delivery of a safe and high-quality service to ensure individuals received excellent standards of care.

Policies and procedures were in place to promote effective communication in these key areas. The provider introduced transparent systems designed to empower staff, equipping them to deliver good support to people and assist them to live their live how they want too.

The provider had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

Staff spoke very positively about the management team. They described an open-door policy, where concerns and suggestions were welcomed and addressed promptly. Staff felt their contributions were valued and that management provided clear guidance and regular feedback, which fostered a positive and collaborative working environment.

Staff also felt that the management team encouraged professional development, offering opportunities for further training and supporting staff in pursuing new skills.

A staff member commented, “There is a constant interaction between the organisation and me through staff meetings, seminars, supervision and appraisal. The manager is also accessible and available to address any concerns when I need it.” Another staff member said, “My manager is excellent and very supportive".

The provider fostered a positive culture where people felt they could speak up, and their voice would be heard.

People and their family members expressed positive views about the provider. A person told us, “This is a very good service, I can speak to the staff or the manager at any time”.

Staff showed a clear understanding of the organisation’s whistleblowing policy and were confident in reporting concerns if required to. This approach fostered an environment where staff felt encouraged to raise any issues, thereby supporting a workplace culture rooted in transparency and safeguarding. One staff told us, “Whistleblowing is speaking up when you see wrongdoing, danger, or abuse at work. The external agencies I can report abuse to are as follows: CQC, local authority safeguarding team, police.”

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.

The provider had an equality and diversity policy that acknowledged the protected characteristics of its staff. This policy ensured that suitable measures were implemented to support people as required. Equality and diversity training was mandatory for all staff, which helped reinforce the organisation's commitment to promoting an inclusive and supportive environment.

Staff told us they felt valued, supported and respected by the management team. There was a diverse staff team from different cultural backgrounds. A staff member said, “I feel 100% valued by the organisation. The manager ensures that we are included with any suggested changers within the company”.

Staff told us the felt valued, supported, and respected by the management team. One staff said, “I feel valued by my manager it’s a positive place to work and I have learnt so much”.

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.

At our last inspection, we found robust systems were not in place to identify shortfalls and take prompt action. At this inspection, we found improvements had been made.

The provider demonstrated a commitment to maintaining high standards of care and safety by conducting a variety of audits. These included checks on medication management, personal protective equipment (PPE), care planning, and risk assessments. In addition to these formal audits, the provider also performed spot checks, which served to confirm that staff were performing their duties both correctly and safely. This approach helps to ensure that quality and compliance within the service.

The provider had an oversight of care visits, ensuring they occurred at the scheduled times and in line with established care plans. This supported consistent and dependable service provision.

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.

The service demonstrated a proactive approach to sharing information and promoting collaborative learning among its partners. By encouraging open dialogue and shared learning opportunities, it created an environment where people felt their voices were heard and respected. For example, one person told us, “Yes staff talk to me every time they visit me to check if I have any issues or things I would like them to do for me.”

External professionals carried out quality checks on the service. Their assessment showed that positive changes had been made, resulting in improvements to the service quality.

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.

The management team implemented processes to facilitate learning from incidents and to drive service enhancements. Whenever audits or monitoring activities found discrepancies or issues, these were dealt with promptly. All actions taken were documented and tracked to help ongoing improvement within the service.

We saw that the service responded to incidents by implementing significant enhancements to their operations.