Home Instead Bradford

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 newly registered 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 service 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.

Staff were aware of the service’s values, priorities, and expectations, and encouraged a culture of continuous learning and improvement. Staff reported feeling supported, and aligned with the service’s goals, contributing to a consistent and person-centred approach to care.A staff member said, “The core value is person centred care. It’s making sure people have autonomy and make their own choices. It’s making sure people are at the centre of their care.”

Records showed the service had received a number of compliments for services provided to people. A relative’s compliment included, “Hi and just to say they get on so well. I can hear them chatting, laughing and joking. [Name] obviously knows the importance of the social and intellectual aspects of caring. So, thank you.”

The service 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.

Staff were positive about the registered manager. A staff member said, “The best management I have had in my life. In the induction they said we could always call the office, and I genuinely believe that’s true. They would never tell us to do something they wouldn’t do. If they have a job, they are worried about, they would do it themselves. They are great.”

People and relatives told us they felt the service was, well organised. A person said, “Yes, I know the manager and the telephone number if I need to ring. [Registered Manager name] is very pleasant. No improvements needed.”

The service fostered a positive culture where people felt they could speak up, and their voice would be heard. Staff understood their role and responsibilities of reporting concerns and knew who to go to if they needed to. A staff member told us, “I feel supported and can raise any concerns.”

The service 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 had been trained in equality and diversity, and told us they felt valued, supported, and respected by the management team. Staff did not have any concerns about a lack of support and were very positive about the service and the management team valuing diversity.

The service 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.

There were effective governance processes to oversee quality and safety. The registered manager said, “We audit complaints, incidents, safeguards, daily notes, logged visits, medicine administration charts, recruitment and care plans. We then create an action plan. If anything is red it will automatically put on the action plan. It’s then allocated to staff with a deadline, and I would check that the deadline is met.”

The service carried out regular spot checks on staff. Staff discussed their work during appraisals with managers. People were involved in regular reviews of their care.

The service had policies and procedures which reflected guidance and legislation.

The service 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 service actively collaborated with the local authority and other health and social care partners. The registered manager highlighted their commitment to partnership working, sharing an example where day centres requested scam awareness sessions for people in the community. The service agreed, supported by staff training and a strong community-focused approach.

The service 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 service demonstrated a strong commitment to continuous improvement, with staff learning from feedback. For instance, a relative explained that when a staff member had difficulty completing all tasks during the visit, they contacted the persons regular staff member to observe their visits and understand best practice.

The registered manager outlined several improvements implemented since they started. These include enhanced documentation through extra training for the assistant deputy, introducing an on-call process with proper recording of phone calls, and documenting live view checks. They were also reviewing care plans to ensure they are more person-centred and improved communication with people who use the service.