Forward Care

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 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 and person-centred culture at the service. Staff understood and worked towards the organisation’s values. People enjoyed living at the service and felt their needs were met. Staff told us they would recommend the service as a place to work and felt happy in their roles. Comments from staff included, “I feel valued in my role, and the service is focused on providing high‑quality care”, “The team is supportive, the training is good, and there is a positive environment where staff can learn and develop”, “If I can be the reason someone smiles or laughs, even for a few minutes, I know I've made their day a little better, and that's the most rewarding part of my job” and “I am proud to work for Forward Care.”

There were capable, compassionate and inclusive leaders. The registered manager was supported by managers who oversaw the schemes. All managers and some senior staff had completed management in care qualifications. They kept themselves updated with best practice and legislation. People using the service, relatives, external professionals and staff told us the registered manager was approachable, kind and helpful. A person using the service told us, “The manager is wonderful. The way [they] speak to me, we talk 1 to 1.” Comments from staff included, “I can always voice concerns, ask for advice, or flag risks, and I know my feedback will be taken seriously and acted upon quickly” and “I feel highly supported within the service, both professionally and personally. Management maintains an active open-door policy.”

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 and felt confident speaking up. The registered manager was open, honest and transparent. When something went wrong, the provider apologised to people and explained the actions they were taking to prevent this happening again. Comments from staff included, “Management actively welcomes feedback” and “When things go wrong, I can speak with my manager and they listen.”

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, “My cultural background is acknowledged, and I feel safe and supported”, “The service promotes equality, diversity, and inclusion and is respectful of

individual needs and preferences” and “Staff are encouraged to discuss any requirements they may have, and reasonable adjustments are made where necessary. The organisation fosters a safe, respectful, and supportive working environment.”

The organisation employed some workers from overseas. They supported people to settle when they first moved to the UK. They assigned a buddy who helped them to understand the local area and how to live and work in the UK.

There were effective systems for monitoring and improving the quality of the service. The registered manager and staff carried our regular checks and audits on different aspects of the service. There was a clear action plan when areas for improvement were identified. People using the service and staff shared their views with the provider and these views were used to assess people’s experience and fed into the quality assurance systems.

Staff worked in partnership with other professionals to ensure people received holistic and joined up support which met their needs. They supported people to access a range of services and had effective systems of communication with healthcare teams.

External professionals told us the provider and managers worked well with them and communication was open and positive. Comments from external professionals included, “[Forward Care’s] responsiveness to emails and collaborative approach as part of a multi-agency team is particularly commendable” and “[Registered manager] attends our forum meetings. They communicate issues and are responsive to suggestions.”

There were systems to learn and to improve the service. The provider conducted a range of audits and obtained feedback from stakeholders. They responded to the outcome of this and made improvements to the service when needed. Staff undertook regular training and were given information about good practice and legislation.

The registered manager and staff team regularly met to discuss how well the service was meeting different standards of care.