Multiple Care Solutions 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 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 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 shared direction and culture with staff and service users. This was supported by policies and procedures which helped to promote a consistent approach to care. Team meetings and staff supervisions helped staff and management to communicate with each other and share areas of learning and good practice. There was also a WhatsApp group chat to help with communication between the team. A member of staff told us, “We had a team meeting on Zoom with everyone in the team.”

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.

Staff spoke positively about the registered manager. A member of staff told us, “They are very straightforward and considerate. They support me a lot. If I have a question, I can message them and they message me back.” We saw that staff recruitment was carried out in line with good practice in relation to equality and diversity and staff told us the provider sought to meet their needs in this area. The registered manager demonstrated an open and honest approach during this assessment, showing a willingness to address any areas in need of development we found, such as updating care plans and improving the quality of medicines records. The registered manager told us they had recently had a staff meal to help build up good relations and staff morale.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard.

People who used the service told us they felt they could raise issues with the provider and that they would be addressed. There were systems in place to support the practice of being able to speak up, including a complaints procedure and whistle blowing policy. The registered manager held regular discussions with staff and people, giving them opportunities to speak up.

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 sought to value their workforce and to promote diversity and inclusion. They had policies in place around equality and diversity. Staff told us that the registered manager had enabled them to work hours so that they could work around family commitments. A staff member said, “The have taken into account my needs, especially that I have children.”

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.

There was a registered manager in place who had responsibility for the day to day running of the service. They were supported in the management of the service by the nominated individual, who was co-owner of the business along with the registered manager. There was also an administrative staff member who provided support. There were clear lines of accountability and staff were aware of who they reported to. Staff were provided with a copy of their job description to help provide clarity about their role and responsibilities. A staff member told us, “At the moment I don’t have any concerns. The service user is really nice and welcoming and we have a good relationship and the company [the care provider] suits me really well.”

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 had various quality assurance and monitoring systems in place. The registered manager told us they had carried out an audit of the service in line with what CQC looks at during inspections and records confirmed this. They also said an outside agency was in the process of carrying out a staff survey at the time of this assessment, but the results were not yet available. They added they have not yet done any spot checks, but this was something they planned to start in the near future.

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 had various quality assurance and monitoring systems in place. The registered manager told us they had carried out an audit of the service in line with what CQC looks at during inspections and records confirmed this. They also said an outside agency was in the process of carrying out a staff survey at the time of this assessment, but the results were not yet available. They added they have not yet done any spot checks, but this was something they planned to start in the near future.