Faye Hammond Consultancy 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.

The service 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.

People were the focus of the service. The registered manager told us it was important for them to give their clients choice over the way their care was delivered and managed. Small staff teams who knew people well enabled this. A staff member told us the provider, “Puts the client first”. Professionals also confirmed people were at the forefront.

The service 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 knew people well and was passionate about their role. We received positive feedback from staff about the management team. Comments included, “The management is excellent. I feel I can talk to them if I have any problems” and, “They listen well to our perspective, as we are the ones spending the most time with people.”

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

Staff told us they were able to raise concerns and were confident they would be addressed. Comments included, “I have found management approachable and easy to speak to if I have any concerns or questions” and, “I feel comfortable raising issues with management when necessary.” Policies were in place to support staff in speaking up and raising concerns.

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them.

Staff completed equality and diversity training, and policies were in place for direction and to support practice. Staff told us that they felt valued and supported and that their views were listened to.

The service 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 act on the best information about risk, performance and outcomes, and share this securely with others when appropriate.

People provided positive feedback about the management of the service. Governance systems were operating effectively, which enabled the provider to have oversight of the service. Audits and checks within the service supported safety and quality. The business plan was regularly reviewed to drive improvements and ensure sustainability.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement.

The provider worked in partnership with professionals to improve outcomes for people.Professionals provided positive feedback. One professional said, “Staff were friendly, approachable, professional and put clients at the heart of their roles.”

The service 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.

Systems and processes supported ongoing learning and development, including reviewing the business plan, regular training and communication with staff teams. The registered manager told us of their plan to develop the service and that they were currently on the prescriber’s course. They told us this would enable them to safely prescribe medicines within their clinical competence, ensuring positive outcomes for people.