Encompass Care Respite Accommodation and Outreach Service

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 as good. At this assessment the rating has remained as 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 79 (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 very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their communities.

The management team demonstrated an exceptional approach to the culture, openness and transparency of the service. Without exception people, staff, relatives and professionals said the service had an open, inclusive and welcoming culture, where people using the service came first and their satisfaction was a priority. All staff followed a set of agreed values, which supported them to continually aspire to achieve good outcomes for people and led to high-quality care being delivered. Staff understood the provider’s values of ‘honesty, inclusivity, kindness, dignity and integrity’. We saw staff work in line with these values when supporting people who used the service.

Staff consistently showed patience and kindness in their interactions with people and took the learning and understanding of why things may have occurred to prevent further incidence where possible. We saw evidence throughout the documentation, links to best practice guidance and staff told us about seeing things from the person’s perspective.
Staff spoke with passion for providing outstanding outcomes for the people they supported and were proud of the difference they made to people's lives.

Managers led by example and created a trusting environment, where learning and improvement was strongly promoted. Staff were clear about their role in ensuring people had a good quality of life.

Staff spoke positively about working at the service and described a culture where they felt valued and supported. “Staff told us, “Encombe is a very welcoming house we all support each other and have good working relationships, management included. I feel very valued and appreciated.”And “Our service is well led and my management team is exceptional, always there for both the people we support and staff. I am proud of where I work and to be part of a wonderful team”.

The registered manager’s willingness to engage, listen and respond to feedback enabled the service to continually adapt, resulting in continuous improvement. Feeback from people, their family members, staff, and the reviewing of records and our observations evidenced the success of this approach.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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.

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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. They actively contributed to safe, effective practice and research.