Excelcare Agency 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.

There was a positive and inclusive culture. People, relatives and staff felt valued and important. The provider developed a person-centred ethos. People’s individual needs were met. Comments from people and their relatives included, “There is nothing that needs to improve or change”, “We can easily talk with them and there are no issues” and “The commitment they have shown and how they care is the best thing.” Staff felt supported and enjoyed working for the agency. A staff member told us, “The best thing about this agency is the support and flexibility.”

There were capable and compassionate leaders. The registered manager was experienced. They had undertaken a range of training. They understood about their legal responsibilities. People using the service, relatives and staff told us the registered manager was accessible, open and transparent.

There were systems to enable staff and others to speak up when they felt something was wrong. Staff told us they knew what to do if they had concerns. They explained they felt confident speaking up. The registered manager was open, honest and transparent. When something went wrong, the registered manager apologised to people and explained the actions they were taking to prevent this happening again.

There were policies and procedures to support workforce equality, diversity and inclusion. Staff told us their individual needs and diversity needs were respected. The registered manager supported staff with flexible working arrangements.

There were effective systems to monitor and improve the quality of the service. The provider undertook regular audits of all aspects of the service. They asked people using the service, relatives and staff for feedback. They had made changes and improvements in response to feedback and as a result of their own audits. The provider had a range of policies and procedures which reflected legislation and guidance. Records were appropriately stored, up to date and accurate.

The registered manager worked in partnership with others. They were part of a small group of registered providers who regularly met to discuss best practice, lessons learnt and share ideas. They told us this was helpful and ensured they could provide good quality care.

The provider had systems for learning and improvement. Staff attended a range of training. The provider discussed different aspects of people’s work in meetings and held small learning sessions to discuss specific topics.

The provider was developing systems with others to help improve continuity of care. They were developing a computerised application to help improve recruitment systems and provide a service where staff skills could be better mapped to people’s needs.