Favour Health Ltd - Cornwall

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 newly 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.

The service was designed to support people to live as independently as possible and the registered manager took pride in describing how people had been supported to gain new skills and access new experiences. The registered manager’s comments included, “I am proud of the work we have done and that [the person] is living independently. [The person] has a good quality of life and is able to live at home”.

The service’s culture was positive, inclusive and supportive. People were relaxed with their staff and confident when requesting help. Staff respected people’s preferences, acted proactively to mitigate risks and responded positively to people’s requests.

Staff felt well supported and listened to by the registered manager and director. They told us changes had been made in response to their suggestions. One staff member said, “The managers are really fine. If I have any concerns, they are promptly responded to. They listen to staff in general”.

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 service was led by a registered manager who provided effective support and guidance to

the staff team. The registered manager was supported by 4 senior carers whose roles and responsibilities were well understood by the staff team. The provider’s director visited the service regularly and the registered manager told us, “I would be happy picking up the telephone for support”.

Staff were complimentary of the registered manager and the support and guidance they provided. Staff comments included, “The manager is good, they have been supportive”, “[The registered manager] supports us so we can support people” and “I have a good relationship with the managers. They are doing their best”. Professionals were also complimentary of the service’s management and told us, “I have found the leadership to be open and responsive and to have a good understanding of their service users”.

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

The registered manager visited each person’s home regularly to gather feedback and provided an opportunity for people to express any concerns. People’s relatives told us they knew how to complain and were confident any issues they raised had been investigated and resolved. Staff were encouraged to provide feedback and suggestions to management which were acted upon where possible.

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 director and registered manager valued the diversity of their workforce. Staff told us they were well supported and enjoyed their roles. Staff comments included, “It is a good place to work” and “[Registered manager] listens to our requests and does support us where they can”. Career progression was encouraged and staff said they had been supported to gain additional skills.

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.

The provider had quality assurance and auditing processes designed to monitor the service’s performance and identify any areas for improvements. The registered manager reviewed people’s daily records to ensure care had been provided as planned.

The service operated an on-call system to enable staff access to support outside of office hours. Staff said this system worked well and they had been able to get through to managers when necessary.

Although planned levels of staff supervision had not been provided, staff told us they felt well supported and listened to. Staff comments included, “Our management is very supportive, and we have a smooth relationship between staff and management. They listen to us” and “[Managers] are willing to listen and to do things”. The registered manager had recognised prior to the inspection that planned levels of staff supervision had not been provided and a plan had been developed to resolve this issue.

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.

The service worked effectively with health and social care partners to support people’s independence. Professionals were complimentary of the care the service provided and their open communication. Professionals’ comments included, “They also have shared relevant information with us promptly. We have found it easy to meet with them and to visit the person they support”.

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.

Changes had been made in response to learning identified from incidents and suggestions from staff and relatives. People had been supported to gain new skills and to do things for themselves which had impacted positively on their quality of life.