Pentowan Home 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

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.

At our last assessment we rated this key question good. At this assessment the rating has remained 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

There was a positive and inclusive culture at the service. People, relatives, staff and external professionals felt the service was well run. People felt valued, listened to and included. Relatives explained they felt communication was very good and the management were very approachable.

All the staff we spoke with told us they felt supported and listened to by both the registered manager and the office staff. Their comments included, “Everyone is so friendly” and “Team work ethic is good… office queries, they are responsive and do what they can.”

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, relatives and staff were complimentary of the service and its leadership.

One professional told us, “I have no concerns with Pentowan Care and have found them knowledgeable and compassionate. Care staff are willing to go above and beyond their allocated time to provide high quality care.”

Team meetings provided staff with the opportunity to share information and learning. These meetings were positive and staff had engaged in group discussions.

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

People knew how to contact managers or office staff if they had concerns. The registered manager told us they welcomed people, staff and visitors to raise concerns with them. Staff understood how to report concerns and how to escalate if required.

Staff told us, “All have good skills, [registered manager] is very friendly and approachable but not a push over, all very good listeners.”

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.

Staff told us they were treated well and supported equally by the management team. Requests for reasonable adjustments to working patterns were looked on favourably with staff having flexible shifts to cover school runs and medical appointments.

All staff completed training on Equality, Diversion and Inclusion (EDI) and Human Rights, fostering a respectful and inclusive workplace culture.

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.

The provider completed required notifications to CQC, which demonstrated an understanding of their regulatory responsibilities. The provider was in the process of renewing its electronic care planning system to record daily notes and communicate changes in people’s needs. At present approximately 85% of care staff could access the current system however all care staff had access to paper copy care plans. Managers and senior care workers monitored this system to ensure planned care was provided.

Care plans and risk assessments were completed by the managers and seniors. People’s care plans had been updated after team recommendations and actions had been taken.

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 worked in collaboration with health and social care partners to support people to achieve their goals and aspirations. Professionals were consistently complimentary of the service’s approach and effective communication. Comments included, “My recommendations are generally trialled appropriately, and I receive constructive feedback following implementation.”

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 knew how to contact managers and were confident any issues raised would be resolved. Their comments included, “They are very transparent, and from the start of the service explained what I needed to do in the event of any complaints.”

Staff told us they were encouraged to speak up and had good relationships with District Nurses and Occupational Therapists “You don’t have to wait for 3 carers to say something, they act on it straight away.”

Professionals told us, “There are effective governance and oversight arrangements in place, and staff demonstrate a commitment to maintaining high standards of care and safety, which is driven by a high level of communication.”