My Homecare Bournemouth

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 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 service 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.

Everyone was committed to the service and providing the best care. The service worked consistently to promote independence for people and deliver safe and reliable care. The registered manager ethos was to, “Keep people happy at home.” This was shared throughout the staff team. Policies and procedures within the service underpinned staff practice.

The service 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.

We received positive feedback about the leadership of the service. Some comments were: “The registered manager is very approachable and responsive to queries.They lead the workforce well and are part of the support team as well, to ensure continuity of care”, “The registered manager is very personable and polite. They are professional.” A staff member said, “I feel confident that the registered manager is focused on client safety and on meeting regulatory standards. They are approachable and open to feedback, and there is a clear emphasis on following policies around safeguarding, medication, and professional conduct.”

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

People were provided with opportunities to give their views on the service. Staff felt comfortable raising concerns, they knew how to speak up and had confidence they would be supported. The service had a policy for raising concerns and detailed how to report a concern within the service and to external organisations. A staff member said, “We are encouraged to report any concerns straight away to the office or on-call.” The registered manager knew of the importance of listening to people’s views and gave them the opportunity to do this through weekly contact and monthly satisfaction surveys.

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them.

Staff told us they felt accepted by their colleagues and the service. A staff member said, “I feel part of the team. Everyone communicates well, supports each other, and works together to make sure our clients get the best care. It’s a positive environment where I feel valued and included.” Equality, diversity and underpinned all policies and procedures. Staff preferences and views were listened to. The registered manager told us about the importance of being an inclusive leader.

The service 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 act on the best information about risk, performance and outcomes, and share this securely with others when appropriate.

Governance systems were operating effectively which enabled the provider and registered manager to have oversight of the service. There were a range of audits, analysis and checks within the service, which supported safety and quality. Audits were completed on a regular basis. The system alerted the registered manager when an action was due and support them to maintain regulatory compliance.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement.

The service shared information and worked with a wide range of professionals and services to support people in their own homes. We received positive feedback from external stakeholders and professionals who worked alongside the service. A professional told us,“I think they have great skills in supporting the person and maintaining a good professional relationship.” Another said, “They have gone above and beyond to support our person and have provided timely care notes when asked”. The registered manager understood the importance of working collaboratively with external professionals to ensure continuity of care for people. The service had built links with other care providers and partners, and these services were working effectively together.

The service 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. They actively contribute to safe, effective practice and research.

The registered manager told us about the ways in which they were continually looking to improve the service. This included being proactive in identifying shortfalls through their audits and checks. The service was continuously gaining feedback from people. This was done by weekly contact with the registered manager either face to face meetings or phone calls. Monthly satisfaction surveys and feedback was reviewed and acted on. The registered manager told us about introducing new technology systems to the service, this included planned improvements to care plans, recruitment and rotas.