North Short Term and Urgent Support Team

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 requires improvement. At this assessment the rating has changed to 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.

Leaders and staff had a shared culture and passion for ensuring people reached their maximum potential. Leaders were visible and accessible for staff to seek advice and guidance. Staff told us leaders were fair, had an ‘open door’ policy and they created a positive working culture to drive continual learning and improvement. One leader told us, “I have worked in places where managers are not transparent or welcoming for staff to speak with them. I make sure that does not happen here. We all work together in a fair and equal way.”

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.

Leaders were skilled and experienced to effectively run the service. Leaders were passionate about the service and created a culture of inclusivity. They ensured staff felt valued and had the skills to maximise people’s independence. One leader told us, “It is important to me we get it right for the people who use our service. We will always look at everyone’s situation to see if our team can help.”

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

Staff felt able to speak up. Staff told us there was a culture of openness and transparency. One person told us, “We would 100% recommend these carers and the company. They are absolutely spot on. No complaints about anything.” Staff felt able to raise any feedback or concerns. One member of staff told us, “The managers are so supportive. If I needed to give any feedback, I know they would listen to me.”

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 felt valued and the work they did mattered. Staff told us the leaders and the provider were supportive and created a positive working environment. One member of staff told us, “The manager is brilliant. They are really supportive and very approachable.”

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.

Leaders completed governance oversight to ensure the service provided was high quality. Managers completed community supervisions, sought feedback from people and audited documentation. This ensured people received support which was consistently high quality.

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.

Leaders worked in close partnership with health partners. This ensured people received joined up service to achieve their maximum potential.

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.

People benefitted from a service which had a strong learning culture. Leaders embraced advice, support and innovation. They took advice from health partners to ensure they provided support which was in line with best practice principles.