HTR Care and Recruitment Limited

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 was 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 71 (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 inclusive culture at the service. Relatives told us the agency provided better care than they had experienced before. They liked the care staff and management team. Comments from relatives included, “[Registered manager] is down to earth and shows [they] care” and “I would definitely recommend the agency. They are a Godsend.”

Staff explained they liked working for the agency. They felt well supported and felt people received a good quality service. A staff member commented, “I am proud to be part of a team that puts people first.”

The registered manager and owner of the company were experienced care managers. They had both worked in a number of different services. The owner told us they had worked as a care worker for other agencies in order to gain experience of the sector before setting up the agency. Managers and senior staff undertook qualifications in care management. Relatives and staff told us they felt managers were open and available when needed. A relative said, “I can talk directly to the manager. [They] are responsive and helpful.”

The provider had systems to enable staff to speak up. Staff told us they understood these.

The provider had procedures to ensure staff equality was respected and there was no discrimination. Staff told us their individual needs were met. Comments from staff included, “I celebrate festivals for my culture and the agency supports me to do this”, “The agency organises cultural programmes based on our religious and cultural background which helps me feel valued and supported” and “They assist with flexible working, transport and provide guidance about challenges we face at work.”

The provider’s systems for monitoring and improving the service had not always been effective. For example, they had not identified that some records needed more detail. For example, risk management plans and parts of some care plans. This increased the risk that people may receive unsafe care. However, we found staff knew people well and relatives confirmed people’s care needs were met. We discussed this issue with the management team and they started to make changes to improve records.

The provider worked with other care providers. Managers told us they shared ideas and had provided a consultancy service for others.

The provider had a range of policies and procedures which they shared with staff. These were regularly reviewed and updated. Staff told us they had opportunities to learn. A staff member commented, “The management team holds regular group meetings and supervisions where we can raise any concerns, discuss our performance and any support we might need.”