24Hrs HC Home Care Services Limited

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 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. The rating for this key question is good. This meant the service was consistently well managed and well-led. Leaders and the culture they created promoted high-quality, person-centred care.

This service scored 75 (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. The registered manager had implemented appropriate policies and procedures to ensure staff were well trained and supported to provided good care to people.

The registered manager was clear on what good quality care looked like. They knew about people's needs and preferences, and how to support staff to deliver care to people that was centred around their needs and preferences. They told us, “I have a passion to deliver the best possible care [to people].”

Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

There were processes in place to ensure staff met together to discuss relevant aspects of their roles through meetings and training. Staff told us they enjoyed working for the service. A staff member told us, “The manager is very considerate, flexible and approachable.”

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

Staff felt confident to speak up and raise any concerning information with the registered manager. There was a whistleblowing policy in place; we found not all staff were aware of this policy, but all told us they would not hesitate in raising concerns to the registered manager. We discussed this with the registered manager, they told us they would complete checks on staff’s knowledge including the whistleblowing policies and procedures.

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.

Feedback from staff indicated they felt supported.

Staff were offered regular supervisions and spot checks.

The provider had a proactive and positive culture of safety, based on openness and honesty. Staff listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.

There were appropriate incident recording policies and procedures in place. Staff knew how to record incidents. The registered manager reviewed any incidents and made sure any changes were made to improve practice and the care people received.

The provider understood their duty to collaborate and work in partnership.

The registered manager worked in partnership with their staff team and the people using the service, in planning and delivering care.

The registered manager knew who to contact if people required additional support from other healthcare professionals such as GPs, district nurses and hospice staff.

The provider focused on continuous learning, innovation and improvement across the organisation.

Systems were in place to promote and support learning and improvement and the provider demonstrated a willingness to work collaboratively with others to meet the needs of people.

The registered manager had plans to further grow and develop the service.