Reliance Secure Transportation Services

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

As we did not assess all quality statements and evidence categories in well led and therefore, we did not rate this key question. We assessed two quality statements and found that the provider did not always have systems and processes in place to keep people safe. At the time of the assessment the registered manager was overseas and and it was not clear to staff who they should escalate concerns to. The registered manager was contactable but did not have access to their laptop with the relevant information. Staff did not have access polices and procedures as they were stored on the registered managers computer, which no one could access in the registered managers absence. However, the polices we reviewed referenced national guidance and outlined processes for staff to follow. The provider did not always follow their own policies. We found one example where a whistleblower had raised concerns but there was no record of an investigation being carried out or any action taken as a result.

This service scored 11 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Shared direction and culture during this assessment. There is no previous rating for the Well-led key question so we cannot yet publish a score for this area.

We did not look at Capable, compassionate and inclusive leaders during this assessment. There is no previous rating for the Well-led key question so we cannot yet publish a score for this area.

Staff told us they felt comfortable raising issues to the registered manager and knew how to do so. However, we found an example where concerns were raised but there was no record of an investigation being carried out and the action taken. This was not in line with the providers policy.

The provider had a whistleblowing policy, bullying and harassment policy and an employee handbook. The policies were in date and had version control.

Both policies clearly detailed the process for staff to follow and who to report concerns to. A link was provided to an independent whistleblowing charity should staff want independent advice. However, these policies were only available to view on the registered managers laptop and staff did not have access to this.

We did not look at Workforce equality, diversity and inclusion during this assessment. There is no previous rating for the Well-led key question so we cannot yet publish a score for this area.

The provider had a staffing structure which showed the reporting line for employees. However, at the time of the assessment the registered manager was overseas and both board directors were on annual leave. Staff did not know the registered manager was unavailable or who to contact in their absence. The registered manager was not always available to contact and did not have access to their laptop where documents were stored. The registered manager was employed in a full-time position for another provider. It was not clear how they would manage the day to day running of the service and be available to staff if they needed assistance. The provider had policies in place to support the governance of the service. The policies we reviewed referenced relevant legislation and used version control. However, policies and all computer records could only be accessed on the registered managers personal laptop restricting access for staff in their absence. Administration staff on site did not have knowledge of the systems and processes and were unable to access documentation and policies. The provider had a health and safety risk assessment and business continuity plan in the event of system failures and adverse conditions. However, the provider did not have a risk register to help identify risks within the service, rate the severity and, log what action had been taken to mitigate the risk. Following the assessment the provider sent a copy of the risk register, however this was a series of risk assessments rather than risks identified and action taken to ensure patient safety.

We did not look at Partnerships and communities during this assessment. There is no previous rating for the Well-led key question so we cannot yet publish a score for this area.

We did not look at Learning, improvement and innovation during this assessment. There is no previous rating for the Well-led key question so we cannot yet publish a score for this area.