HLG Complex Care 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 HLG Complex Care Ltd. 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. The management team described their visionas a person-centred specialist approach, which was clear, concise and supportive. The registered manager told us they wanted to support people to achieve their potential regardless of their care needs, and to be as helpful as possible to everyone using the service. We received positive feedback about the service from people and relatives. One person said, “We have an excellent relationship with management and office staff. They are very pro-active and doing back-checks to maintain fluency of the care.” The provider shared newsletters with staff and people, notifying them of current trends and what was happening within the service, introducing new members of staff to the team, and providing updates on anything relevant people using the service.

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. Leaders brought a passion for inclusive care for people and staff. Managers and team leaders had regular contact with people and their relatives, and the provider always sought feedback to help them improve the care and support being delivered. Staff spoke positively about the managers, describing them as responsible, proactive, securing resources when needed. Staff also told us they felt valued and supported by the provider to provide care that was effective, and person centred. People also spoke positive about the managers. One person said, “[Managers] are also easily contactable, if we have any queries regarding the care and they can normally answer things straight away.”

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. People, relatives and staff we spoke with told us they had the freedom to speak up and share any concerns or feedback. People and relatives had regular contact with team leaders and managers and were able to feedback about their care. Staff also maintained frequent communication with their team leaders and managers, received regular supervisions, and participated in meetings where they could offer suggestions and discuss improvement. Staff told us the management team listened to their feedback and responded with appropriate actions. All the staff we spoke with felt confident action would be taken if they raised any concerns.

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 recruitment process was fair and equitable, which contributed to a diverse staff team well-equipped to meet the individual and diverse needs of the people they supported.There were policies and procedures in place to ensure the provider met their legal obligations to staff and work towards a fair and inclusive culture. Staff told us they felt valued, supported, and respected within the workplace.

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 had systems in place to monitor the effectiveness of the service. These included audits of recordkeeping, care plan reviews, medication management, feedback surveys and quality meetings, all completed to ensure care was delivered safely.The provider’s electronic systems stored people's risk assessments, care plans, and daily logs, allowing for regular monitoring and the prompt identification of any discrepancies or areas for improvement.

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 provider worked in partnership with a number of professionals which included care managers, district nurses and occupational therapists. We received positive feedback about how staff working collaboratively with them. One professional told us, “I have found the team to be highly communicative and remarkably client focused. They consistently keep me updated on any issues and concerns, which demonstrates their proactive approach and dedication to ensuring the best possible outcomes for their clients.”

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. Staff completed a range of training courses, which also included specific training for the people they supported. People and staff completed regular surveys to provide feedback on the quality of the care provided. Actions identified from the investigation of incidents, accidents and concerns were shared with staff to support them to provide safe and effective care. Policies and procedures were in place to guide staff and ensure alignment with current legislation and best practice.