Lovage Homecare 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.

At our last assessment we rated this key question was rated 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.

There were processes in place to ensure the service promoted a positive culture for the people they supported and the staff. This included ensuring staff were supported, had the right skills and knowledge and encouraged and involved people in their care. The provider told us they wanted to deliver good care to people.

Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

People, relatives and staff spoke positively about the management team and how the service was run. A relative said, “I do not know who the registered manager is but have two contact numbers to ring if need be. I do sometimes get feedback, sometimes somebody comes with the carer. They have also rung me a couple of times.” Another relative told us, “I can call them if there are any issues and they call to see how things are going.”

There were systems in place to ensure all staff understood their roles and responsibilities and there were clear lines of delegation. We had been notified of events that had happened within the service in line with the provider’s legal responsibility to so do.

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

Staff felt confident to raise concerns and felt they would be listened to. One staff member told us, “I can share anything, it would be looked at and they would do what they could.”

There was a whistleblowing policy in place and staff were aware of this and the procedures they needed to follow.

The provider valued diversity in their workforce.

Staff felt they were treated in an inclusive way and their diverse needs were considered. The provider confirmed there were policies in place to ensure this was effectively delivered to staff. There were processes in place to consider the individual needs of staff.

The provider had clear responsibilities, roles, systems of accountability and good governance.

There were systems in place to monitor the quality of the service and when needed this information was used to make changes. There were audits and checks in place which monitored medicines management and the timing of the calls people received. Spot checks were also completed by the provider which monitored the care people received.

After our last inspection the provider had introduced an action plan which set out a plan of how they would become compliant with the regulations. We saw this action plan had been implemented and the provider had made the required improvements.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people.

There were systems in place to ensure the provider worked in partnership with other agencies and health professionals to deliver care to people. As part of this assessment we asked the Local Authority for feedback, who told us they did not have any information about the provider.

The provider focused on continuous learning, innovation and improvement across the organisation and local system.

The processes in place were effective in identifying where improvements were needed. We were able to see where learning had been identified, and the action taken to make changes.