Iris Care Services Limited

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.

This is the first assessment for this [newly registered- amend as required] service. This key question has been rated 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.

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 registered manager kept staff informed about changes at the service as it grew. For example, we saw in team meeting minutes staff were informed about the planned implementation of electronic call monitoring; they raised some concerns and were assured they would receive training to ensure appropriate use.

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.

The registered manager was supported by an administrative assistant who was able to provide cover in their absence and out of hours support for staff. This had happened recently. The registered manager told us, “I had to travel and [they] stepped in then. There were a lot of calls at that time, dealing with carers and [they] managed it all.”

People and relatives spoke positively about the manager of the service.

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

Staff felt able to raise concerns to the registered manager. A staff member told us, “I do feel supported as I can easily reach to my manager concerning anything, be it work related or not.”

The provider had a whistle blowing policy. This provided guidance of organisations for staff to approach if they felt unable to speak with their manager.

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.

They had policies to support equal opportunities and inclusion.

The provider had some processes to monitor the effectiveness of the service. They had not completed any audits. However, they were in the process of implementing a fully electronic system which would allow for more effective oversight.

The registered manager said, “I will audit the call logs, what the carers have done. Aside from ticking, they have a box where they can write if there is any incident, there is a medicines section – if they have administered it, refused etc. Those are the things I will be monitoring.”

The provider had a matrix to monitor staff training compliance. They received alerts from the training provider when refreshers were due. Staff competency assessments were not completed for medicines administration or moving and handling because they were not supporting anyone with those needs at the time of our inspection.

Staff spot checks were completed regularly. We reviewed some and saw they included input from service users. The registered manager said, “I check PPE worn, communicating well, engaging, person is happy.”

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people.

People and their relatives gave positive feedback about communication with the service.

The service was not involved with other professionals. The registered manager told us they would make referrals to other services if required, but at the time of our visit all service users and their relatives were able to manage this themselves.

The provider focused on continuous learning, innovation and improvement across the organisation and local system.

They had plans to develop and grow the service. The registered manager said, “The electronic monitoring will come in handy for full oversight. I have a meeting with [provider] next week.”