Roster Home Care Ltd - Norwich Office

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 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. People’s positive experiences of the service, and staff and professional’s feedback, demonstrated there was a positive, open, supportive, and nurturing culture in place that made people feel valued. One relative said, “[The manager] is very friendly and inspires confidence in the company and carers.” Staff agreed with one telling us, “I feel valued as a staff member, and my wellbeing and concerns are taken seriously. The management team are approachable and supportive, and there is encouragement for staff to continue to develop in their roles. Overall, the environment promotes respectful care for both staff and service users.”

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. We received positive feedback about the management and office team of Roster Home Care – Norwich Office. People told us they were compassionate, thoughtful, knowledgeable, and dedicated. One professional said, “I find [the manager] passionate, takes the role of care very seriously, and wants to deliver good quality care… they are very keen to do right by their staff and service users.” Staff agreed.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. It was clear from the evidence that staff, people who used the service, their relatives, and professionals all felt able to openly speak up without fear. One relative told us that communication with the service was ‘excellent’. They said, “I am happy that issues will be raised [by staff] and confident that [person who uses the service] is in very safe hands.” Staff confirmed they felt able and safe to speak up and had access to the associated policy. One said, “There is a focus on learning and improvement rather than ‘blaming’ staff, which encourages openness and honesty. Reflective practice is encouraged. The service is supportive and respectful. I feel valued as a staff member and able to contact management whenever support is needed.”

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 service employed a diverse workforce who told us they were treated fairly and cared for on an individual basis. One staff member, where English was not their first language, said, “The recruitment process was very easy, simple, and transparent. There was no discrimination based on my religion or nationality.”

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 saw a robust auditing and quality control system in place that had been successful in ensuring people received consistently good quality care that met their expectations. The systems demonstrated the management team had thorough oversight of the service including identifying and rectifying any trends or patterns. Staff told us they were clear on their responsibilities and that the management team were open and direct with them on their expectations.

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 professionals who provided us with feedback spoke positively about the way the service worked with them for the benefit of the people who used the service. One said, “Where minor concerns have been raised, Roster has resolved these quickly and amicably through good communication. The service is reliable and doesn’t let people down. They are involved in yearly reviews where they communicate openly. I have had positive feedback from the people 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. The registered manager, and staff, demonstrated a joint commitment to continued learning and improvement. We saw examples of where the service had acted on feedback from professionals and an action plan was in place to further drive improvement and development. A staff member told us, “There is a clear commitment to person-centred care and continuous improvement.”