Utopia Care Limited - Thurrock Branch

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. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good. This meant the service was consistently managed and well-led. Leaders and the culture.

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. This was based on transparency, equity, equality and human rights, diversity and inclusion. The service focused on engagement with people and their communities gaining an understanding of their needs. The registered manager told us they had worked hard to change the structure and processes within the service to drive improvements. The registered manager told us, “We have worked extremely hard to change our processes to ensure they are more robust, and we now have effective and efficient systems in place.” The management had clear values and had developed a listening culture where staff felt they were available for them to talk to.

The service 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 management were clear about their roles and had the skills, knowledge and experience to perform their job. The registered manager told us they regularly read guidance and kept up to date with any changes and were also part of wider networks and attended forums to continue to drive positive outcomes in the service.

A relative told us, “The service is well managed. The manager is very approachable and listens. The [registered manager] visited not long ago, and they asked if there was anything they could do to improve how they care for [relative]. I know I can phone them at any time.”

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. Improvements had been made since our last assessment, and the service was no longer in breach of regulations. The management had established a number of audits which provided them with a good oversight of the service. The management had given staff a clear direction of their vision for the service. Staff understood their role and contribution in sustaining improvements.

We received positive feedback from a health professional. They told us, “I have seen a vast improvement in the service provided in recent months, since your initial inspection. There seems to be increased clarity as to the roles and responsibilities of the care manager, and office staff. Office staff have returned to keeping paper based files which allows them to have better governance regarding the appropriate files being in place. Meanwhile, office staff seem to have a better rapport with individuals they are supporting, with strong knowledge on their situation as well. Their relationship with us as an authority is a healthy one, they are honest and transparent, consistently taking on feedback and recommendations when they have been put in place.”

We did not look at Partnerships and communities during this assessment. The score for this quality statement is based on the previous rating for Well-led.

The service 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 management was actively supporting staff with learning and innovative ways of working at the service. The registered manager told us they had recently received funding for staff to complete their National Vocational Level [NVQ] 3 and 4. Staff were encouraged to develop their skills and were supported to obtain nationally recognised qualifications.

One member of staff said, “I have completed lots of training including the care certificate when I first started and continue to do regular trainings.”