Kairos Care Services 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 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 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. Despite the size of the service, there was a positive and inclusive culture focused on delivering high-quality, person-centred care. Staff demonstrated an understanding of the service’s values and how these were reflected in their practice. Systems were in place to encourage staff feedback, and staff were provided with opportunities to share ideas and suggestions to support continuous improvement.

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. Staff spoke positively about managers and described them as approachable, supportive and available when needed. A person also shared positive experiences of leadership telling us, “I have no complaints about Kairos or management, they are very good at resolving any issues I have, I only have to pick up my phone.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff had knowledge on whistleblowing procedures and policy and understood how to raise concerns and felt confident concerns would be listened to and acted on.

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 service promoted a culture of equality, diversity and inclusion where staff were treated with fairness. Staff completed equality and diversity training and understood the importance of providing inclusive care.

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. Governance systems provided effective oversight of the service and supported the delivery of safe and effective care. Regular audits, care reviews and monitoring processes were in place to identify areas for improvement and maintain standards. Where issues were identified, appropriate action was taken to drive improvement and support positive outcomes for people using the service.

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 service supported people to maintain important relationships and remain connected with their community where possible.

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 service demonstrated positive learning and continuous improvement. Staff and leaders used feedback, incidents and changes in people’s needs to review and improve care. The service responded positively to any opportunities for improvement during the assessment.