DBAGZ Solutions Limited Crawley

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.

The service had a shared vision, strategy and culture. The registered manager showed a focused approach in ensuring people received good quality care.

Leaders promoted a clear vision focused on person‑centred care, partnership working, and continuous improvement. Staff understood the service’s values and how their roles contributed to positive outcomes.

A learning culture was promoted through supervision, training, and open communication. Feedback from people using the service and families reflected confidence in leadership. One staff member said, “The agency provides a supportive working environment and the necessary guidance to deliver safe and effective care.”

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.

Leadership structures were clear and effective. Managers were visible, accessible, and actively involved in quality monitoring and staff support. Leaders demonstrated inclusive behaviours and supported staff development. One staff member said, “The management team are supportive and available to provide guidance.”

The leadership team encouraged an open service and office where staff could raise any issues about care and their roles. Staff and leaders acted with openness, honesty and transparency.

Staff were encouraged to raise concerns, provide feedback, and contribute ideas for improvement. Duty of candour processes were followed where incidents occurred, ensuring people received apologies and explanations when things went wrong. One staff member said, “If I have a concern or incident, I contact the office straight away.”

The provider valued and promoted diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

Leaders actively promoted equality and inclusion within the workforce. The service had a Equality, Diversity Inclusion Champion role, this was a member of staff who promoted this within the staff team. Regular training supported staff with workplace concerns and fairness. Adjustments were made to support staff with protected characteristics, contributing to improved morale, retention, and quality of care. All managers received refresher training on equality law, reasonable adjustments, and promoting psychological safety in the workplace. One staff member said, “I feel treated fairly and equally and supported in my role.”

There were clear and effective governance, management and accountability arrangements. Staff understood their role and responsibilities.

Robust governance systems were in place, including audits, spot checks, supervisions, appraisals, and care plan reviews. Electronic systems supported secure record keeping and monitoring. Leaders used data effectively to identify trends, manage risk, and improve quality. One person said, “Every so often one of the managers come around and ask if there’s any problems.” Another person said, “They pop in and see us quite regularly – manager and office team.”

The Registered Manager understood their regulatory responsibilities. A review of statutory notifications completed prior to on-site assessment confirmed that they complied with the process for reporting to local authorities. A notification is the action that a provider is legally bound to take to tell us about changes to their regulated services or notifiable incidents that have taken place in them. One staff member said, “Communication with the office is consistent, and I am able to make contact when needed.”

The provider worked collaboratively with health and social care partners to support joined‑up care. Engagement with commissioners and specialists supported service development. Sharing learning and good practice contributed to continuous improvement and better outcomes.

One professional said, “The care service provider contacts me appropriately regarding prescription-related queries, particularly when local pharmacies are out of stock. This often includes seeking advice on suitable alternatives, such as creams, to ensure continuity of care for people. Staff communicate clearly and escalate issues promptly, supporting safe and effective care delivery. From my experience, the service shows commitment to ensuring people receive continued care and treatment when faced with external challenges such as medication supply issues.”

Leaders demonstrated a clear commitment to learning.

Robust and consistent quality assurance systems and audits had been used to identify issues, and learning was used to drive service improvements and customer experiences. Processes were in place to ensure learning when things go wrong. Systems were in place for staff to report and record any accidents and incidents, while appropriate actions had been taken for each event.

Digital systems improved efficiency, accountability, and continuity of care. Staff were encouraged to develop skills, undertake additional qualifications, and contribute ideas. One staff member said, “I use the training every day… especially safeguarding, moving and handling, medication and infection control.”