Verona Home Care Services 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 registered manager demonstrated effective leadership by monitoring and identifying areas for improvement and taking action to implement changes where required. Systems were in place to monitor, support, and develop the knowledge and skills of staff. Regular staff meetings were held where goals and objectives were discussed. Feedback from staff was positive, one staff member told us how the management and staff have a "dedication and true passion towards delivering a high quality and standard of care ".

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. A staff member told us, “My manager gives me feedback received directly from service users, pointing out who is impressed with my care and where I need to make some adjustments to suit the individual’s needs and expectations.” Feedback from people and relatives about the registered manager was positive, a relative told us, “I work very well with the manager who has always got their finger on the buzzer.” Another relative told us, “I am very impressed with the way the service is run.”

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

The provider had a complaints procedure and whistleblowing policy in place. The staff handbook included guidance on what to do if staff had a complaint or grievance. The provider actively sought the views of people and staff by requesting feedback. People and their relatives told us they knew what to do if they had a complaint or concern. One relative said, “I know [the service] very well. I can talk easily to the team and the manager.”

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 had policies and procedures in place to support workforce equality, diversity and inclusion. Staff had access to a wide range of training, including equality and diversity training and there were opportunities for staff to progress and develop within their role.

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 robust quality assurance systems in place. Regular audits were completed and the findings were used to monitor and improve the quality of care. The registered manager maintained effective oversight of the service, staff had a clear understanding of their roles and responsibilities and knew how to raise concerns. Incidents and accidents were investigated and reviewed, trends were monitored and used to support continuous 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.

The provider worked effectively and maintained strong relationships with healthcare professionals and other stakeholders to improve the outcomes for people using the service. One professional told us, “I have found Verona Home Care Service to be a knowledgeable, proactive, and professional provider that places the individual's safety, wellbeing, and independence at the centre of its practice, while maintaining strong partnership working with professionals and families.”

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 had a focus on continuous learning and improvement, feedback was monitored and processes were in place to ensure lessons were learned if things went wrong. A staff reward system was in place which gave staff an incentive to work well and continuously learn and improve. Regular staff meetings gave staff an opportunity to share ideas around improvement or innovation.