Ivy Care 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.

There was a positive person-centred culture. People using the service, relatives and staff felt respected and valued. They felt the service was well managed. Comments from relatives included, “We are happy with everything about the service” and “[Person] is very happy with the agency, and so are the whole family.” Comments from staff included, “Working at the agency is such a good experience”, “I really feel it has been life changing working here. I feel very supported” and “I feel very blessed working for the agency.”

The provider had clear visions and values based on compassionate care. Feedback the provider had received from stakeholders was positive and indicated people using the service, relatives and staff were consistently happy with the service.

There were capable and inclusive leaders. The registered manager was also the director of the company. They worked alongside another manager to oversee the day to day running of the service. They had a good knowledge of regulations and best practice. They regularly met with people using the service, relatives and staff. People and their relatives found the managers approachable and kind. Their comments included, “If I have any issues, we speak with [the registered manager]. [They] are quick to fix things” and “The boss regularly visits and checks everything is ok.”

Staff told us they felt well supported and cared for by the management team. Their comments included,

“[Registered manager] is such a good manager. [They] check on me”, “I never have to worry about contacting the manager. I can talk about personal issues if I need. I am not just a number. I feel really cared for”, “The manager is easy going and a good listener” and “[Registered manager] is very hands on. [They] are always available for questions”

There were systems to enable staff and others to speak up when they felt something was wrong. Staff told us they knew what to do if they had concerns. They explained they felt confident speaking up. The registered manager was open, honest and transparent. When something went wrong, the registered manager apologised to people and explained the actions they were taking to prevent this happening again.

There were policies and procedures to support workforce equality, diversity and inclusion. Staff told us their individual needs and diversity needs were respected. The registered manager supported staff with flexible working arrangements. Comments from staff included, “[Registered manager] is very supportive [of my religious needs]. They provide opportunities for flexible working” and “[Registered manager] understands if I need short notice changes due to my parenting responsibilities. There is always someone to cover me.”

There were effective systems for monitoring and improving the quality of the service. Managers carried out a range of audits about different aspects of the service. They identified when improvements were needed and acted on these. Managers had a good overview of the service. They regularly met with all stakeholders and carried out reviews and unannounced checks to make sure staff provided good quality care.

There were suitable policies and procedures. These reflected guidance and legislation.

The provider worked well with partners and as part of a wider community. Staff worked with health and social care professionals when they needed to coordinate people’s care. The registered manager had links with other care providers. They told us they shared experiences and ideas. The provider was supported by a consultant who provided information and guidance.

The provider undertook a range of charity work. The registered manager told us they believed caring for the wider community and others was an important part of their vision and values. They explained, “We aim to make a difference in the community and create a positive culture.”

The provider developed a learning culture. They shared information with staff through meetings and a newsletter. Staff undertook regular training. They told us the registered manager supported them to learn about best practice.