Kind2U Living

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 service. This key question has been rated Good.

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 service 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.

The service had a positive culture demonstrated by staff and leaders who were passionate and innovative in ensuring there was a shared vision and strategy on delivering high quality care.

Staff told us how they enjoyed working at the service. Staff comments included, “Everything is perfect and in place, service users and staff are heard”, “The management is easy to reach, always listening to feedback and making the right choices and are also quick to resolve issues” and “Yes, I am happy with the organisation, and I don't think there is anything that is lacking.”

The service 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.

Staff consistently told us they felt supported in their roles, they found the managers approachable, open, and honest. Staff told us the communication systems and team working within the service were robust and effective. One staff member said, “I do feel included in the management meetings. The management is supportive, and I feel very happy being part of the organisation.”
 

The service fostered a positive culture where the person felt they could speak up and their voice would be heard. Policies were in place to support this culture.

Regular meetings were held with staff, including supervision, handovers, and briefings. One staff member said, “I am confident I am listened to, there are regular staff meetings to listen and address staff complaints.”
The person’s relative told us, “I know the director well and the service manager and duty manager well. I’ve got their personal numbers, and we communicate often. The relationship works well; there is good communication.”

The service valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them.

Management understood the importance of having a fair and inclusive workplace. Staff received relevant training and supervision to support their knowledge and understanding of equality, inclusivity and fairness in the workplace.

The service had clear responsibilities, roles, systems of accountability and good governance. They used these to manage and deliver good quality, sustainable care, treatment and support. They acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

There was a range of checks and audits to monitor the quality and safety of the service and to help drive improvements. These included checks on risks to people, care plan reviews, spot checks and medicines.

The quality of information recorded and maintained on the person’s records, and records relating to the management of the service was sufficiently detailed, up to date and accurate.

The registered manager understood their responsibilities in relation to regulatory requirements around notifiable incidents. Our records indicated they notified the CQC in a timely manner about any incidents and events they were legally required to.

The service understood their duty to collaborate and work in partnership, so services worked seamlessly for the person. They shared information and learning with partners and collaborated for improvement.

Professionals told us Kind2U, “Are responsive and keen to expand.” Records confirmed the service and management were working with the local authority.

The service 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 the person. They actively contributed to safe and effective practice.

The service documented learning within incidents and accidents and took direct action to support the person and keep them safe. For example, following a fall in which the person was uninjured, the incident was investigated and shared with staff. Adjustments were made and monitoring was continued. After a period, the incident was revisited to see if the adjustments were effective. Records confirmed staffs’ input had been vital in managing this risk and improving the safety of the person.

Staff confirmed information about lessons learnt, and actions to improve the service were always shared with them in a timely manner.