One Love Home Care - Main Office

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 newly 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 79 (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 very clear shared vision, strategy and culture. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and an exceptional understanding of the challenges and the needs of people and their families.

The provider aimed to ensure everyone received care and support which was appropriate to their needs, high quality and compassionate. Staff spoken with were committed to providing the best quality of care possible to people.

Feedback from people and relatives showed this ethos was put into practice. One relative said, “I feel very supported. I have been very emotional, and carers and the manager have been amazing. They have even given me a cuddle.” Another told us about a situation and said staff had provided, “Over and above care. Excellent."

Staff were proud to work for the service. One member of staff told us, “I am incredibly proud to be part of One Love Home Care and to work alongside colleagues who consistently go above and beyond to make a difference during some of the most important and vulnerable moments in people’s lives."

The provider had inclusive leaders at all levels who understood the context in which they delivered care 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 provider was also the registered manager. They had the knowledge and experience to effectively lead their team. Staff felt extremely well supported and able to ask for support and advice at any time.

One family member told us, “It was so sudden I was in shock and the manager has been amazingly supportive. Contactable all the time.”

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

Staff felt confident to raise concerns and were confident any issues raised would be taken seriously. One member of staff said, “There is a sense of security whatever you raise. Everything is dealt with in a professional way."

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 felt valued and supported by the provider. One member of staff told us, “She [provider] recognises the hard work and dedication of staff and makes every effort to ensure that everyone is treated fairly and rewarded equally for their commitment to providing outstanding care. She has created a workplace where staff feel appreciated, supported and encouraged to continually improve, and that positive culture is reflected in the care we provide every day."

The provider was establishing new systems to make sure there were clear responsibilities, roles, systems of accountability and good governance. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The provider was making changes to the management team and quality assurance systems to ensure they had good oversight of the quality of the service provided. New systems had not been fully embedded at the time of the assessment but there were comprehensive plans in place to support their development.

Senior staff carried out spot checks on staff to make sure their practice was in accordance with standards expected and the values of the agency. Spot checks included seeking feedback from people using the service. All staff also received individual supervisions and appraisals which enabled any quality issues to be addressed.

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.

The provider and staff worked in partnership with people, other professionals and families to make sure people received high quality care which was in accordance with their wishes and needs. For example, where people wished to leave hospital to die at home, everyone worked together to make sure everything was in place to support the person to do so.

The provider focused on continuous learning, innovation and improvement across the organisation. They encouraged creative ways of delivering equality of experience, outcome and quality of life for people.

The provider was committed to ongoing improvements to make sure people received the best care possible.