Sterling Care 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

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 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 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 told us they worked closely with the registered manager to achieve their vision. People and staff gave positive feedback about the culture and described how the service’s values were clearly communicated and embedded across the team. Relatives told us the registered manager worked in an open and transparent way and responded promptly to any queries or concerns they raised.

Staff said the registered manager encouraged effective teamwork and provided clear guidance about what was expected of them in their roles. They felt supported, listened to, and confident in the leadership of the service.

As mentioned above, staff were very positive in their feedback about the registered manager. They told us they found them to be open, honest, and flexible in their approach. One member of staff said the registered manager was very easy to talk to, adding, “I really do feel appreciated. I can ring them at any time. Colleagues feel they can talk much more freely now, and we can sort and get on top of any issues raised quickly.” This sentiment was echoed by the other staff we spoke with.

Another staff member commented, “Compared to other care companies I’ve worked for, this manager is great. They are hands‑on and more experienced, so they can help. They pull their sleeves up and get involved.”

Everyone we spoke with at the service told us they felt confident to speak up if they had any concerns and were assured the registered manager would take these seriously. Staff described a culture where openness and transparency were encouraged, and where their views were listened to and acted upon.

We saw evidence that supported this, including regular staff meetings, one‑to‑one supervisions, and structured reviews of any incidents or events that occurred within the service. These processes provided staff with ongoing opportunities to raise issues, reflect on practice, and contribute to service improvements. This reinforced the feedback we received about the registered manager’s commitment to maintaining an open and supportive environment.

The registered manager valued their workforce, and throughout the assessment staff consistently told us how much they enjoyed working for the service. The registered manager explained that staff often called into the office for a coffee and a chat, and they actively encouraged this as they felt it strengthened team working and promoted positive colleague relationships. This informal support complemented more structured systems already in place.

We saw there were clear policies to support equality and diversity, and staff told us the registered manager was flexible and responsive when they needed adjustments to their working arrangements. Staff described this as helping them feel respected and supported as individuals.

The registered manager also recognised and celebrated when staff went above and beyond in their roles. One staff member shared an example of covering shifts at short notice over the Christmas period due to sickness. They told us the manager had brought them a plant as a personal thank you for their support, explaining that gestures like this made them feel appreciated and valued.

There were quality auditing processes in place to monitor all aspects of the service provided to people. These included regular reviews of daily care records, medicines administration, care plans, and any incidents or accidents. We saw evidence that when audits or reviews identified actions that were required, these had been completed in a timely manner. Learning from audits was also shared with staff to support continuous improvement and ensure safe, consistent practice across the service.

As previously stated in this report, there were clear examples of how the registered manager and their team worked effectively with external health professionals. These included GP’s, district nurses and social services. The emphasis was on building and maintaining strong relationships with both professionals and people’s families to ensure a high standard of care. This collaborative approach supported good outcomes for the people using the service and helped ensure their health and wellbeing needs were met in a timely and coordinated way.

We saw evidence that information from audits and reviews of events, was used to identify learning, this was shared with the team through staff meetings, informal discussions at the office, and one‑to‑one sessions. For instance, there had been a missed‑call incident. The Registered Manager reviewed the incident and implemented measures to reduce the risk of it reoccurring, both for the individual involved and for the wider client group. They also shared the actions taken with the whole staff team to ensure learning from the incident and to support improved practice going forward.

As mentioned above the registered manager also worked closely with external health professionals including GP's, district nurses, and social services. This enabled staff to learn from specialist advice and ensure care was delivered in line with best practice.

The service demonstrated commitment to continued learning by listening to staff, acting on feedback, and embedding improvements into everyday practice. This supported the delivery of high‑quality, person‑centred care.