Registered Office

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 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 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 was able to provide a clear description of what the service was and what it was not. It was clear that the provider was a case management organisation who did not directly employ care staff but whose case managers worked closely with people, their families and health and legal professionals to ensure that people’s needs were met through comprehensive packages of care.

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 dedicated and passionate about their organisation, their team of case managers and ensuring that people received high quality case management support as part of their programme of rehabilitation following their spinal cord injury.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. There was a whistleblowing policy and process in place and case managers were aware of how to access it if required.

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 did not employ any care staff directly. Their team of case managers supported people to employ their own care staff and support teams. A support function of case managers was to carry out supervision and support for staff employed by people to provide them with direct care.

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. There were overarching governance processes in place and it was clear from the evidence and information that the organisation was well organised and well-led. People told us they were happy with the provider and the management team. One person said, “Everything has been fine.” and a family member told us, “We haven’t had any problems so there are no complaints.”

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. Case managers worked closed with health and legal professionals to plan, review and evaluate people’s support needs and care packages.

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. They actively contributed to safe, effective practice and research. The provider worked within industry-standard ‘Case Management Services UK (CMSUK) standards and best practice guidelines’ which focussed on building a cohesive community of case managers and creating and developing working relationships with relevant organisations throughout the UK.