LQS Healthcare Services 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 leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

This is the first inspection 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. There was a shared commitment to delivering person-centred care, and staff spoke positively about the culture of respect and dignity. Staff explained to us how they ensured the care they provided was dignified and gave examples of how they achieved this.

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. Staff felt well led and described managers as approachable and responsive. There was evidence of inclusive leadership, with families involved in care reviews and decision-making. Leaders demonstrated a good understanding of the needs of the people using the service and worked hard to maintain high standards of care.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff felt able to raise concerns and were confident they would be listened to. One staff member said, “Yes, I feel that I can speak openly with my line manager about any concerns or ideas for improvement. Feedback is taken seriously, and I’m treated with kindness and respect.” There was a culture of openness and transparency, and concerns were escalated appropriately.

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 came from diverse backgrounds and were supported to deliver care that respected people’s individual needs.

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. Care plan audits regularly took place, any actions were implemented. There was audits and oversight of safeguarding, medication, and environmental safety. The provider maintained accurate records and responded to feedback to improve service delivery.

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. People were supported to engage in community activities, and staff liaised with external agencies to coordinate care. There was evidence of collaborative working to support people’s wellbeing and independence.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative ways of delivering equality of experience, outcomes and quality of life for people. They actively contributed to safe, effective practice and research. The provider routinely asked for feedback. Any feedback was used to inform service development, and there was a focus on continuous improvement across all areas of care.