Procare Team 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 which was registered on 30 January 2023. 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.The service had a positive culture with care workers who had a good understanding of people’s care needs and how they would like their support provided. The provider had developed a strategy, vision and values document for the service. This included how the core values impacting care, the strategic objectives and how care workers were involved in strategic development. Care workers told us they would recommend the company as a good place to work. Their comments included, “It is a respectful, supportive and well-organised workplace”, and “Absolutely, it is a great place to work with excellent training, supportive management, and a focus on quality.”

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. Care workers felt able to ask questions and raise concerns with the registered manager with a care worker commenting, “We have regular meetings to discuss updates, share best practices, and address challenges in a supportive environment.” The registered manager explained they were supported by a field care supervisor with 2 other care workers currently undertaking training to become a senior care worker and a new field care supervisor. The current field care supervisor would be moving to the role of clinical lead once they had completed their nursing training. The provider had a leadership development document which identified the roles and responsibilities of each job role, the inductions process and ongoing leadership support.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The registered manager told us the whistleblowing policy and how to raise concerns was discussed during the induction, supervision and team meetings. There was also information in the care worker handbook. Care workers said they had regular team meetings and supervision sessions. Care workers members felt confident to raise concerns.

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 registered manager told us they recruited care workers through the job centre so that they reflected the local community. They also recruited care workers from overseas if required. Care workers told us they felt supported by the registered manager and senior care workers. A care worker said, “I feel very supported. The management is approachable, and I know I can always get help or advice when needed.” Care workers completed regular supervision and team meetings. The registered manager explained care workers were matched up with people with a similar cultural or religious background whenever possible. The provider had a recruitment policy which had guidance on how to ensure equality and diversity was part of the recruitment process to encourage diversity in their workforce.

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. The registered manager confirmed they completed a number of audits as part of their quality assurance processes. These included reviews of the records completed by care workers following each visit, complaints and medicines records. There were business continuity and emergency plans developed which identified actions to be taken in case of an issue which could affect the provision of care. The provider had ensured there were processes in place for the data protection of people’s information in line with legislation and best practice.

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 registered manager explained they attended forums organised by the local authority for social care providers. The provider also worked with the care package funding organisations, GPs, district nurse and specialist healthcare teams to meet the care needs of the people they supported.

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. The registered manager confirmed care workers completed ongoing learning and development through training, so they were up to date with regulation and best practice. Care workers were also encouraged to undertake additional qualifications. A survey was carried out with people receiving support, relatives and care workers to obtain feedback on the service and the care provided. Following an incident, accident or complaint the lessons learned following an investigation was shared with care workers to reduce risks. The provider had policies and procedures reflecting best practice and were shared with care workers.