ABC Event Cover

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 – 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 as requires improvement. At this assessment, we did not look at all the quality statements for all key questions; therefore, the rating has remained the same as we did not rate this domain.

This service scored 61 (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.

There was an in-date equality, diversity and inclusion policy in place at the service. The managers prided themselves on treating all employees equally and had a diverse staff group working for them.

Staff we spoke with said they felt valued. They felt there was a good culture amongst staff and managers that promoted good relationships and quality of care for patients.

The service had a vision for what it wanted to achieve and workable plans to turn it into action. The registered manager could explain how they were working to deliver high quality care. Leaders modelled and encouraged compassionate, inclusive and supportive relationships among staff so that they felt respected, valued and supported.

The service had a freedom to speak up (FTSU) champion. FTSU are responsible for; supporting staff to raise their concerns, acting as independent and impartial source of advice to staff through listening to issues raised, and agreeing with them what might be the appropriate action to take. There was a grievance policy in place which covered the process for addressing any poorly performing staff, but this also contained the actions for staff to follow if they intended to raise concerns.

We did not look at Capable, compassionate and inclusive leaders during this assessment. The score for this quality statement is based on the previous rating for Well-led.

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 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.

The service did not participate in any national audits as there were no audits deemed appropriate for them to contribute to. Local audits were conducted on the standards of patient report forms.

The service did not use a formal key performance indicator to monitor performance. However, they did have a poster for staff to follow around care bundles, for example for each individual diagnosis, such as cardiac arrest, asthma, stroke and many more, the staff were asked to complete the care bundle from each retrospective section to be delivered to the patient and documented. The service also used patient feedback, complaints, to help identify any necessary improvements and ensure they provided an effective service.

The service was aware of the requirements of managing a service users’ personal information in accordance with relevant legislation and regulations. General Data Protection Regulations (GDPR) had been reviewed to ensure the service was operating within them.

Management team told us they did not hold formal team meetings as most of the staff had other employment and only completed work on ad-hoc basis; However, the service provided staff with weekly training events, normally a Friday evening, which meant many staff was able to attend, any issues could be addressed during these evenings.

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 provider focused on continuous learning, innovation and improvement across the organisation. They actively contributed to safe, effective practice and research.

The registered manager always looked for opportunities to learn from staff and events to improve the delivery of the service. After each event, team would meet to discuss any improvements/what went well, to ensure the service were continuously improving. The health and safety officer would also meet with event organisers pre and post events to discuss any improvements or learning opportunities for future events.

The managers promoted a culture of learning, improvement and innovation. Weekly training sessions were held on Friday nights which were usually well attended. Managers directed some sessions for staff to complete, however there were additional sessions which staff could choose what learning they completed.

The service provided staff with a pocket guide which was devised for all non-registered staff to support them when treating patients at events. These are continually reviewed to ensure all information was up-to-date and evidence based. Staff had access to most up to date information on their telephone app.