Epicare

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 registered 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. Staff reported that there was a culture of collaboration, where they felt listened to and open communication had been encouraged. The culture of the service is also person-centred. It is open, inclusive and empowering. Leaders, managers and staff had a well-developed understanding of equality, diversity and human rights, and they prioritise safe, high-quality, compassionate care.

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. They led with integrity, openness, and honesty. They ensured that the organisational vision could be delivered, and that risks were professionally managed. Staff told us they felt supported and leaders had a visible presence in the service.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff confirmed that they understood the term ‘freedom to speak up’ and reported a positive culture in which they felt able to speak up. There were policies in place in line with best practice guidance relating to freedom to speak up, whistleblowing, and complaints.

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 received training on equality, diversity and inclusion to help them understand protected characteristics, bullying and harassment. There are policies in place and in-line with current best practice guidance around equality and diversity of the workforce.

The provider acted on the best information about performance and outcomes and shared this securely with others when appropriate. There were robust plans in place for business continuity in case of emergency or natural disasters, such as adverse weather events. People using the service and staff reported that the service was organised and well-managed. They told us, ‘‘Yes, I would recommend the service 100%.” ‘‘Yes, I would recommend the service and have done’’ and ‘‘Yes, would absolutely recommend the service, quite pleased so far!”. The registered manager carried out regular audits, spot checks, supervisions, and implemented action plans to maintain high-quality care and best practices.

Staff and leaders understood their duty to collaborate and work in partnership with people, other organisations and services, so services work seamlessly for people. They told us they share information and learning with partners and collaborate for improvement. The registered manager informed us that they engaged with the local authority and the care forum to support service development and to achieve improved outcomes for people.

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. The service actively sought the views of staff, people using the service, their families and carers in developing and evaluating improvement and innovation initiatives. Staff viewed learning from complaints and safety events as an opportunity to improve the service and applied it to make improvements.