Agaped Healthlink 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 – 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 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 explained that the vision and ethos of the service were discussed during staff member’s inductions to ensure they understood them. Staff received training in equality, diversity and inclusion.

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 currently undertaking a management qualification to ensure they had the correct knowledge and skills to develop the service.

The registered manager explained they had an open door policy and actively encouraged staff to discuss any ideas or concerns with them. A staff member told us, “The service is well managed. [Registered manager] keeps in touch regularly, gives clear guidance, and builds great relationships with both clients and staff.”

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

There were systems in place to support people and their relatives to feedback on their experiences of the service. This included care plan reviews, feedback forms and the complaints process.

There were opportunities for staff to speak up and share concerns and ideas. A staff member told us, “I feel comfortable sharing feedback any time because we’ve got a good relationship with the manager. Supervision is also a helpful space for giving ideas or raising anything.”

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.

Staff received training in equality, diversity and inclusion. Staff were actively encouraged to share concerns and ideas. This was achieved through supervisions, appraisals and team meetings.

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.

The provider had systems in place to monitor the quality of service. They explained that as the service grew, they would carry out a variety of audits each month to identify any areas for improvement. This would include care plan, medication and health and safety audits.

Staff’s training was monitored by the registered manager to ensure staff’s knowledge and skills were up to date.

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 did not currently work in partnership with other agencies but understood they would need to do this as they took on more packages of care. The registered manager acknowledged the importance of working in partnership with others to ensure people received consistent care.

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.

There were systems in place to ensure lessons were learnt from accidents, incidents and safeguarding concerns. There were opportunities for staff to discuss any issues or concerns about the service during team meetings and 1:1 supervision meetings.