Komplex Community 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 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 relatives were complimentary about the management of the service and the staff team. One relative told us, “There is a very collaborative relationship with the organisation, we have regular meetings once a month with the house manager, and discuss [name of person’s] health, wellbeing and progress. The management are very good at communications and the staff team are very easy to communicate with.” Another relative said, “Everything is excellent. [Name of staff member] sends us pictures and an update all the time. We are very happy with the care provided.” Staff were also positive about the service. A member of staff said, “I am aware of the provider’s vision and values, which focuses on the provision of a person-centred care that encourages dignity and respect while maintaining safety and promoting independence that ultimately empowers all our service users to thrive in all aspects of their lives. These values are reflected in our daily work and are reinforced during team meetings and training. We are encouraged to uphold these values in everything we do thereby empowering our users to live their best lives possible.”

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.

There was a culture of reporting and learning from safety events and ensuring all staff had the necessary skills and training to carry out their role. Staff were supported through regular meetings and supervisions where they could discuss their role and performance and provided opportunities for discussing any issues with the service and how to make improvements. A member of staff said, “I am incredibly proud to be part of such an amazing team at Komplex. The dedication to providing quality care and supporting each individual in a person-centred way makes a real difference in people’s lives. The environment is one where staff are empowered to do their best work, and Komplex thrives on a culture of respect, growth, and compassion. I look forward to continuing to contribute to this mission and working alongside such a committed team.”

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

People’s relatives and staff felt there was an open culture where there was good communication and opportunities to raise concerns. A relative told us, “There is a very collaborative relationship with the organisation. We have regular meetings once a month with the house manager, and discuss [name of person’s] health, wellbeing and progress.” A member of staff said, “I feel comfortable raising concerns or discussing any issues that arise. The environment encourages open communication, and I know that my voice will be heard without fear of negative consequences. I am aware of the whistleblowing policy, which protects staff who report wrongdoings or unsafe practices. This gives me confidence that any serious concerns can be raised safely and appropriately.”

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 told us they were treated fairly in their workplace and were well supported in their role. Staff told us the provider made reasonable adjustments to their working pattern when required. A member of staff told us, “I needed some support and the manager helped to put this in place.” Another member of staff said, “I feel I’m treated fairly and with respect at work. Everyone is given equal opportunities, and we are encouraged to speak up if we have concerns or ideas. There’s a positive team culture, and differences are respected and valued.”

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.

Staff and people’s relatives told us they felt the service was well managed and said the registered manager management team were very approachable and supportive. The registered manager and staff team were aware of their roles and responsibilities and put these into practice. A member of staff said, “I was given a job description during my induction, and it clearly outlines my roles and responsibilities. I understand what is expected of me and how my role contributes to providing safe, high-quality, person-centred care.” There were audits and checks in place which were effective in identifying shortfalls and driving improvements. A member of staff told us, “I am aware that the registered manager regularly carries out audits and checks (announced and unannounced) to ensure that care standards are met and that the service complies with all guidelines and regulations. These audits help identify areas for improvement and maintain the quality and safety of the support being provided to our residents.” The service had received numerous compliments from people’s relatives and professionals about the quality of care provided. A social care professional commented on ‘the exceptional support provided’ and stated they ‘couldn’t wish for a better care package’ for the person. A relative commented, ‘[Name of person’s] home is amazing. They are very lucky and are doing so well. Staff are great at encouraging them to eat.”

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.

Systems were in place to ensure people were supported to access external professional services as needed. Staff and relatives told us there was good communication with the registered manager and there was positive involvement and engagement with healthcare professionals to help maintain and enhance the quality of people’s lives.

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.

There were systems in place to learn from accidents and incidents. Staff told us if things went wrong, the issues were discussed with staff during team meetings and individual support and supervisions. Staff told us how they contributed to making improvements to the service. They said they were encouraged to put forward improvement ideas and trusted the registered manager to listen and act appropriately.