Somerset

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 the first assessment of 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 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.

People told us they were very happy with the care and support provided by staff. They had an excellent relationship with staff and the management team. One person said about the provider, “I'm so glad that I found them as my first care company. I don't know what I would have done without them.” Another person told us, “I'm very happy with my care and I couldn't imagine it could be any better.” A relative had complimented the service stating, “We have been using Caple Healthcare and honestly, I could not live without them. Cannot recommend them enough.”

The registered manager and administration manager were passionate about providing the highest quality of care they could to each person. There was a clear aspiration to become an ‘outstanding’ service. They had made the decision to not grow too quickly to ensure the high quality of care provided was continued when new clients were taken on.

Staff comments about the culture of the service and the quality of care were very positive. These included: “It's an amazing company to work for. I've worked with other care companies, but they are not a patch on this one”, and “I have worked [for many years] in care settings and I strongly believe this is the best service I have worked for in the care industry.”

The provider had inclusive leaders 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.

The registered manager and administration manager were passionate about delivering high standards of compassionate, person-centred care. People liked and trusted the registered manager and the staff team. One person said, “[The registered manager] is lovely and keeps in touch. I do hear from her regularly. [The registered manager] phoned me two days ago just to see how things were going [with my health] and how the care visits were going.” Another person told us, “The person that runs it is called [registered manager’s name], who I've seen and [they] keep in contact with me.”

Staff were very positive about their roles and demonstrated passion in the way in which they spoke about the people they supported and the satisfaction this gave them. One staff member said, “I feel that the service is well led and well managed. There is effective leadership, good communication between management and staff, and a very positive approach throughout the organization.” Another staff member told us, “[The registered manager] is such a good boss, always there for you if needed; nothing is too much trouble.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

People told us they were actively encouraged to share their views and provide feedback about their service. People received regular visits and calls from managers to check they were happy with their care and support.

Staff felt valued and empowered to contribute ideas and feedback. One staff member said, “We [staff] are encouraged to raise concerns, share information and work together to provide the best possible care.”

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.

There was an inclusive and fair culture which promoted equality and equity for all staff. Staff told us they were treated equally and fairly and thought it was an “excellent” organisation to work for.

The provider had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

Governance processes were effective and helped to hold staff to account, keep people safe, protect people's rights and provide good quality care and support.

There were quality assurance checks in place to review the performance of the service. These included auditing, spot checks on care staff, questionnaires and feedback forms. Every care review was also used to gain people’s and their family member’s feedback.

The registered manager and administration manager also visited people and their families at times to check they were happy with the service. Records demonstrated actions were taken on the findings of the various reviews.

The provider understood and carried out their duty to collaborate and worked in partnership with other professionals, to ensure services worked seamlessly for people. They always shared information and learning with partners and collaborated for improvement.

The service had an effective working relationship with other health and social care professionals to ensure people received consistent, high-quality care. The management team and staff understood the importance and benefits of working in partnership with others.

The provider focused on continuous learning and improvement across the organisation. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people. They actively contributed to safe and effective care.

The management team were proactive in using information from visits, feedback, audits, and reviews of any incidents to improve the service. The management team worked with staff to understand what happened if/when things went wrong and involved them in finding solutions to prevent recurrence.