Happy Family Care Services Limited

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 provider had a clear understanding of the needs of their community. The service provided care for people predominantly, but not exclusively, from the Tamil community. The provider therefore ensured staff either spoke the language or had a cultural understanding of the needs of the people they were supporting.

The provider had a clear strategy and vision for the organisation. This was embedded in their business continuity plans. They were clear in the values of their organisation and shared these with staff through their values policy.

Staff had an understanding of the values of the organisation and told us they agreed with these.

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 passionate about delivering care to people and in particular, those people within the Tamil community who he believed were at risk of marginalisation and possibly not having their unique needs met. The registered manager explained that people’s feedback was central to the service and the delivery of care.

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

The provider had a clear whistleblowing procedure in place. Staff told us they felt confident raising concerns with the provider and felt they would be listened to. One care worker told us “If I want to meet with the manager he will meet with me at any time. I feel very comfortable in asking my manager anything. He’s responsible and kind.”

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 registered manager confirmed that they valued diversity in their workforce.

Most staff were from the Tamil community and therefore had a specific cultural understanding of many of the people using the service. However, the service also recruited staff from other backgrounds and provided care to people of all backgrounds.

. He also told us the diverse needs of his care workers were also prioritised in ensuring they were given the opportunity and felt able to work with people. Where adjustments were required to their work, he told us he would strive to meet these.

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. Staff had a good understanding of their roles and responsibilities. There were clear job descriptions in place that specified everyone’s responsibilities.

The provider acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

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 audited different aspects of the service on a monthly basis. This included medication management, care plans and daily records. Where they identified areas for improvement action plans were put in place and followed.

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 audited different aspects of the service on a monthly basis. This included medication management, care plans and daily records. Where they identified areas for improvement action plans were put in place and followed.