Smart Home Visits Ltd

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 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. 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 which focused on providing person-centred care and achieving good outcomes for people. Staff told us they felt listened to and supported by management and valued working as part of a team.

The provider 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 felt valued and supported in their roles and described the team culture as positive. Leaders promoted an inclusive approach by encouraging staff to share their views during team meetings and supervisions.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. A whistleblowing policy was in place, providing staff with clear guidance on how to raise concerns if needed. A staff member told us, “Yes, I feel supported by my manager. I can discuss my work, ask questions and raise any concerns during supervision.”

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. An equality and diversity policy was in place, as well as training. This provided guidance for staff and managers on promoting fair and inclusive practices. Staff were supported with reasonable adjustments where required to help them carry out their roles.

The provider 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. Effective governance systems were in place to monitor the quality and safety of the service. Regular checks and reviews supported oversight of care delivery, staff training, medicines, care records and people’s changing needs. Team meetings provided opportunities to discuss staff wellbeing, review policies, share feedback from people and relatives and identify areas for improvement.

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. Staff worked in partnership with GP’s, district nurses and other relevant professionals, making timely referrals when concerns about people’s health were identified. Information was shared to support coordinated care and continuity when people’s needs changed.

The provider 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 people. They actively contributed to safe, effective practice and research. The service used feedback from people and relatives to identify and implement improvements. The service also reviewed people’s care records and worked with relevant professionals to reduce any identified risks.