K5K Limited t/a Tezlom

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 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 Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 64 (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 promoted a positive and person-centred culture. People, relatives and staff spoke positively about the management team and the quality of care provided. Staff told us leaders were approachable, responsive and available to provide support when needed. Relatives described good communication and said managers were accessible and acted on concerns promptly.

Not all leaders fully understood the context in which the provider delivered care, treatment and support, and did not always demonstrate the skills, knowledge and experience required to lead the service effectively. The provider's systems for management oversight were not always operated effectively. The registered manager worked 2 days per week and left the service in July 2026. The provider had not ensured consistent and robust oversight of the service. For example, managers had not identified gaps in care records.

Despite this, leaders understood people's needs and were committed to improving outcomes.

There were systems to enable staff and others to speak up when they felt something was wrong. Staff told us they felt able to raise concerns. Staff understood whistleblowing procedures and said managers listened and responded appropriately when concerns were raised.

There were policies and procedures in place to promote equality, diversity and inclusion. Staff and relatives told us people were treated fairly and that their individual needs were respected. The provider promoted an inclusive culture and supported people in a way that reflected their backgrounds, beliefs and preferences. Staff understood the importance of equality, diversity and inclusion and how this supported the delivery of person-centred care. Care records reflected people's individual needs and preferences, helping to ensure support was provided in a way that respected their identity, dignity and individuality.

The provider did not always have clear systems of accountability, governance and oversight. They did not consistently act on information relating to risks, performance and outcomes to drive improvement. Care records did not always contain sufficient information to guide staff on how to meet people's needs safely and consistently. The provider was unable to provide evidence that staff had received regular supervision. Records showed competency checks had not been completed for all staff. Audits had not identified gaps in care records or the absence of supervision and competency records. This meant leaders did not have effective oversight of the quality and safety of the service.

The provider worked in partnership with families, GPs and pharmacies. We saw examples where staff worked with external professionals to support positive outcomes for people.

Systems to support learning and improvement were not always effective. Existing monitoring processes had not consistently identified opportunities to drive improvement and strengthen service quality. This limited opportunities for leaders to identify areas for improvement and drive learning through the service. During the assessment, the provider acknowledged these shortfalls and responded positively to feedback. Leaders described actions they were taking to strengthen oversight and quality assurance processes. They demonstrated a commitment to learning from the concerns identified and improving outcomes for people using the service.