First Choice Carers 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 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 an inclusive and positive culture. Managers told us they recruited staff based on the organisational values and wanted to ensure staff had a ‘kind-hearted’ approach. Staff described the service as supportive. Comments from staff included, “The provider creates a family like culture”, “Managers are friendly, supportive and there when I need them” and “The best thing about the agency is the kindness of all the staff and managers as well as working with my client.”

The registered manager was supported by 2 other directors who worked together to oversee and manage the service. They had a range of experience working with people., The registered manager also had qualifications in care management. The management team kept themselves updated with changes in legislation and good practice guidance.

Managers were visible. People using the service, relatives and staff all felt able to contact managers. They told us they were listened to, and their views were valued.

The provider had procedures for staff to speak up if they had concerns. Staff told us they were aware of these and felt confident in doing so.

The provider had procedures to ensure equality for staff during recruitment and throughout their employment. They spoke with staff about their individual needs and helped them plan their work around these. Staff told us they were able to request flexible working and time off. A staff member said, “I feel included, respected and supported.”

The provider had effective systems for monitoring and improving the quality of the service. They undertook regular audits and checks. These included observing staff in the workplace, providing guidance and supervision and asking stakeholders for feedback. The provider made changes following their audits and feedback.

The provider had a suitable continuity plan and a range of policies and procedures. These reflected legislation and good practice.

Staff worked with external partners to make sure people received the right care and support. For example, liaising with specialist health and social care teams.

Managers attended meetings organised by the local authority and local care groups. They developed links with these organisations and other community groups.

The provider had systems to help them learn when things went wrong and to improve the service.

Managers took part in regular meetings to discuss how to develop the service. One of the management team told us, “We have learnt so much over the last few years and improved the service. We are now happy with the standards we have.”

Staff had opportunities to learn and discuss their work through training and regular meetings with their managers and each other.