Heed 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 inspection for this service since they were registered in November 2022. 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 79 (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 management team were dedicated to ensuring people received safe and compassionate care. Staff were regularly reminded about their responsibilities and how they could improve people’s lives. The management team strived to model best practice during shadowing visits to newer staff to highlight their expectations of them. Staff confirmed this and spoke positively about the culture of the work environment. People and their relatives were positive about their experiences of using the service. Feedback highlighted the culture of the service was open and honest, where it was clear there was a listening culture across the organisation. A relative added, “This is the first time we have had care and it has been really good. We are very pleased with everything."

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. People and their relatives were very positive about the registered manager and members of the management team. They complimented their compassionate attitudes, especially during challenging and difficult times. A relative added, “I have never had an issue and they do a very good job. They have taken a lot of stress away from me and it has been very helpful, so I am very grateful.” Staff complimented the registered manager on their compassionate and supportive attitude and told us they were always available to provide advice when needed. A staff member said, “They are so much better than other agencies. They do everything properly, make sure we follow all of the procedures. They have given me so much confidence and are giving us so much feedback to improve."

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff told us they had regular contact with the registered manager and other members of the management team. This allowed them plenty of opportunities to give feedback or raise any concerns. A staff member said, “I have a lot of calls with [registered manager]. This helps them to see what is going on and is also a great support for me. The culture is open, helpful and supportive.” Although staff told us they had not had reason to raise any concerns or issues so far, they were confident they could do this and speak up if needed, without fear of reprisal.

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 and members of the management team had regular engagement with their workforce to make sure they felt valued and listened to. Staff were positive about the inclusive working environment and were treated fairly and equitably. Comments included, “The best thing is the honesty from the managers. They are welcoming and I feel valued and part of the team. There is an incredible level of respect. You feel respected like a family member” and “The best thing is the environment. They are reassuring, welcoming and supportive. There is no discrimination. I would recommend this company 100% to friends and family.” A member of the management team added, “We discuss this during the induction, talk about our values. We show them how we work so we lead by example."

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. There were robust governance systems in place to ensure people received a consistent level of care. Monitoring processes included regular spot checks, telephone monitoring, and the use of an electronic call monitoring (ECM) system. Their ECM system enabled real time oversight of care delivery and allowed the management team to identify and follow up on any missed calls or incomplete care tasks. These systems supported the provider’s structured audit process, which included checks on staff punctuality, daily record logs and medicines administration. Staff confirmed if they failed to log in for their care visit within a set timeframe, they would be contacted by the office to ensure their safety and whereabouts. Findings from audits were used constructively to recognise good practice or identify areas for staff improvement. This reflective approach helped maintain high standards and supported staff development. The management team also held internal workshops to prepare staff for the implementation of the CQC’s single assessment framework. This forward thinking approach reflected strong leadership and a clear focus on sustainability and regulatory awareness.

The service demonstrated an outstanding commitment to building meaningful partnerships and engaging with the wider community to improve outcomes for the people it supported. The management team actively sought opportunities to collaborate with external organisations, using these relationships to promote inclusion and respond to the specific needs of the local population. For example, the management team worked with local health professionals, voluntary and cultural organisations to organise a dementia awareness event tailored to the Somali community. Recognising that dementia is often misunderstood or stigmatised in some communities, the service co-designed the event to provide culturally sensitive information, translated materials, and provided a safe space for open discussion. This initiative reflected the provider’s proactive and inclusive approach to leadership and the need to work collaboratively to reduce health inequalities and strengthen trust within the community. The provider had also created strong links with a local voluntary organisation that had resulted in a person having access to culturally specific meals. Staff had supported them to access this resource and picked up meals for this person to ensure they had a daily meal.

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, their relatives and staff confirmed regular home spot checks were completed to ensure people’s needs were met and to identify if any areas for improvement could be made. Staff confirmed they received feedback about their performance including whether any improvements could be made. A staff member added, “They are very open and honest with us and tell us how it is. If improvements are needed, they will tell us, but always in a friendly and professional way. They take all the policies and procedures seriously. It is a great place to work.” The provider also used technology to ensure people and their relatives could be involved in providing areas for improvement. Where appropriate, relatives could access the provider’s digital care planning system to review the care and support their family member received. A relative said, “I can go into the app and check everything, see what is being done. I can give feedback via the app if I want to. We are very happy with this, and it gives us 100% assurance they are safe and well looked after."