S-Rock Care Services 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 this 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 71 (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. Leaders told us about their company values and how they ensured staff worked in line with these. Staff were able to describe the company values. One staff member said, “We provide the best, compassionate care that improves the quality of life for our community. We work hard every day to apply this in our lives.” Relatives feedback confirmed staff worked in line with these values.

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.

Relatives told us leaders were compassionate and inclusive. Staff gave examples of how they felt supported by leaders. Comments included, “Leaders are experienced and provide staff with clear direction, support, and possess the skills required to manage the service efficiently”, and “Yes, our leaders, like HR and managers, are highly skilled and have appropriate knowledge of their work.” The manager and nominated individual had experience of working in health and social care and had applied to start a Level 5 qualification in Health and Social Care Leadership.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. Staff were aware of the term ‘Freedom to Speak Up’ and told us they were confident in raising any concerns or feedback to leaders. There were regular opportunities for staff to speak up and raise any concerns, such as in supervisions, informal check-ins and staff meetings.

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. Staff told us the service supported workforce equality, diversity and inclusion. Comments from staff included, “Staff are treated fairly and with respect”, and “I have no concerns, I am treated fairly and equal.” Leaders told us they had been flexible with staff’s working hours where required which supported equality, diversity and inclusion.

The provider did not always have clear responsibilities, roles, systems of accountability and good governance.

Quality assurance systems had not identified some shortfalls in relation to gaps in employment history, the absence of mental capacity assessments and best interest decisions, and some shortfalls with medicines.

We raised this with leaders who took prompt action to address the shortfalls. However, audits took place regularly and some of these were effective. For example, environmental audits were effective in identifying concerns and recording actions taken. Policies and procedures were detailed and were followed by the service. Staff were clear about their roles and responsibilities and received effective support.

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. Leaders engaged with other services to ensure they were up to date with legislation and to share learning. Staff told us the service worked well with the GP, district nurses, and specialist teams.

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. Staff told us the service regularly sought feedback from people and their relatives. One staff member told us, “The service engages clients and their families by seeking their feedback and using it to enhance and develop the quality of the service”.