Britz Health 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 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 newly registered 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 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 provider had a business plan with values and objectives clearly set out. Equality, diversity and inclusion policies were in place and were linked to the provider’s organisational values. People recognised there was a positive culture in the organisation. One person told us, "The [registered] manager is very approachable and I only have to phone to ask something and they are really helpful.”

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. The registered manager had good knowledge and skills linked to the delivery of good care and support for people. They organised and led regular team meetings to keep members of staff informed about improvements and developments in the organisation. Member of staff confirmed the registered manager was supportive. One staff member told us, "I get a lot of support through phone calls. I get supervisions and spot checks. The [registered] manager arranges necessary training. I also talk to the [registered] manager when faced with difficult situations and when I feel overwhelmed."

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider had whistle-blowing and open-door policies in place. The provider supported the staff team by ensuring leaders and managers were available to discuss issues arising in the course of people's work and offered guidance and support.

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 provider was an inclusive employer and valued equality, diversity and inclusion in their workforce. They spent time engaging with members of staff to assess their satisfaction with leadership, workplace culture, communication, professional development, teamwork and overall support. The results from staff surveys indicated a positive work environment, with strong appreciation for peer collaboration and growth opportunities. The provider identified where challenges remained and was committed to continuous improvement and development around areas which included work-life balance and responsiveness to feedback from members of staff.

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 a good system of governance and accountability in place. The governance systems were reviewed regularly through audits and the provider used these audits as part of its continuous improvement and development process. People told us they had confidence in the registered manager and the governance systems which were in place. One person said, "[The registered manager] is very helpful and in the early days they used to deliver care. [The registered manager] comes in to see me and makes sure everything is ok, they come quite regularly. [The registered manager] also set up a reporting system so from one shift to another, the carers know what has happened and can get on with the work."

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 shared information with other healthcare professionals when required to ensure outcomes were positive for people who used the service.

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. The provider and the management team were committed to continuous improvement and development of the service. They took time to investigate and respond to accidents, incidents and complaints and learning opportunities identified and shared throughout the organisation.