SentriCare

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. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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 told us they had been working to make improvements to the service with an aspiration to ensure there were systems in place to maintain good quality care. The staff were all aware of the systems in place to check on care delivery and partners confirmed the provider ensured any issues were discussed with the most appropriate body to seek direction.

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 told us they had worked to make changes since the last inspection. They had worked with a consultant to make the required improvements. We found systems had improved and there were clear management structures in place to monitor the service delivery. People and their relatives were complimentary about the management team. A relative told us, “The provider does seem to have very high standards and a good reputation.” Staff felt supported by the management team, and we saw there were systems in place to enable staff to seek support when needed and everyone understood their roles and responsibilities.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider had a whistleblowing policy in place. Staff were all aware of the policy and were confident they could speak up if there were concerns and action would be taken. A staff member told us, “I would report to the office and the manager usually through email as there is a track of it, then a follow up call. We can also speak to the Local Authority or CQC.” Relatives also commented they would be confident in raising any concerns and felt sure these would be addressed. A relative told us, “The registered manager does contact us from time to time for feedback and to check if we have any concerns.”

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 had an equality and diversity policy in place. The policy set out a zero-tolerance approach to all forms of discrimination and described how fair and inclusive practices were applied to recruitment, pay, benefits and working conditions. Staff had received training in equality and diversity and understood the importance of this within their role.

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 registered manager told us, “We have many audits in place to check systems are working and have worked with an external consultant to develop the service since the last inspection.” We saw numerous processes were in place to audit the service and ensure people received the care they needed. These included monthly audits covering infection prevention control, accident and incidents, pressure care, dignity and safeguarding. Where actions were identified, these were recorded and evidence confirmed these had been completed.

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. Partners raised no concerns about the provider with us and confirmed they engaged in quality monitoring processes, confirming the most recent monitoring visit had not raised any areas for improvement. The registered manager told us, “We work closely with other agencies to plan people’s care.” Records we saw supported this, people had engagement with a range of different health professionals, and the provider made referrals when needed.

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 had taken steps to improve the service since the last inspection. They had worked with a consultant to ensure they had effective systems in place to monitor the service and ensure people received safe and effective care. The provider also ensured staff were given opportunities for continuous learning through training and development opportunities. A staff member told us, “We have the opportunity to do a National Vocational Qualification if we want to.” The registered manager told us, “We have a learning from incidents process in place, these learning reports are discussed with staff in team meetings.” Records we saw supported this.