Solace Prime Care 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 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 provider’s values and culture helped shape every decision and every visit to people to deliver care and support. A member of staff told us, "I get good support from [the registered manager] and [the nominated individual]. They answer my questions and help me whenever I need them. I feel comfortable sharing my ideas and I feel respected and supported."

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. We saw evidence of good leadership in the service. There were regular staff meetings. Problems and challenges were responded to and overcome quickly and appropriately. A member of staff said, "[The registered manager] is very approachable and easy to reach. I can always call them; even out of hours through the on-call number and I always get help. I am encouraged to suggest ideas and [the registered manager] actually listens to me."

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider had policies and processes in place to support people to speak up. A member of staff told us, "I feel comfortable sharing ideas during meetings, supervision or directly with my manager to help improve the quality of care.”

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. The provider was committed to equality of opportunity for their workforce and the people they supported, in line with the Equality Act 2010. The annual staff survey encouraged open and honest feedback from members of staff which was used to support service improvement.

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. The provider had comprehensive systems of governance in place, supported by regular audits and reviews carried out by the registered manager. Competency of the staff team was reviewed and reassessed through observation, discussion, and scenario questioning.

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. The provider had good links with local health and care services which supported improved outcomes and joined up care for people.

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 provider was committed to the development of a learning organisation, and this was supported by their policies, systems and processes. The provider viewed every experience as a learning experience and an opportunity to reflect and identify improvements. Every accident, incident and safeguarding concern was written up with its learning, not just its facts, and reviewed regularly by the registered manager. Learning was fed into care plans, training and supervision, so a single event made the service safer for everyone.