Midway Supported Services Worcestershire

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 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 registered manager and all of the staff we spoke with showed a genuine desire to provide the very best care, to be adaptable to people’s changing needs and also to the wider shape and direction of the service.

All of the leaders we spoke with including the provider’s regional manager andthe registered manager showed a desire to provide services that were caring and compassionate. The registered manager told us they were supported by the provider and wider management team and there was regular contact to ensure support was available. The registered manager had shown that they were able to take constructive feedback and identify and action what was needed to make the necessary improvements. The actions taken to address the concerns raised about health monitoring had been escalated to the wider organisation and the provider had started to review how this was carried out in other services.

The provider had a positive culture which promoted a freedom to speak up. Staff had access to the registered manager when they needed to and staff were positive about their ability to raise concerns. The registered manager told us they had an open door policy and we saw throughout the 2 days of inspections where the registered manager had responded to staff and to people in the service.

The provider promoted equality in the workplace and ensured staff felt valued, respected and supported. All the staff we spoke with were positive about their experiences of working in the service. This was also shown in the stability and reliability of the workforce.

All staff had training and support in equality, diversity and human rights and demonstrated an approach that celebrated people's differences and individualities.

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.

Where we identified areas for further improvement immediate steps were taken to mitigate any risks. We found monitoring of peoples health needs could be more detailed and robust in its information. When we returned for the second day the registered manager and provider had carried out a full review of how outcomes were being monitored and the freshly implemented systems had significantly improved how monitoring was carried out.

The provider and registered manager notified CQC and other relevant agencies of notifiable events in a timely manner. Records of meetings, investigations and audits demonstrated that lessons were learned, and actions taken when concerns or incidents had occurred.

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.

Care plans and assessments showed the involvement of different professionals in ensuring needs were accurately documented and met.

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.

The provider was able to reflect and respond where concerns had been raised and this allowed for lessons learnt and improvements to be implemented.