Miracle Workers Agency 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 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 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. The core values were detailed on their own literature as compassion, openness, respect and excellence. Staff and management adopted this approach. New staff received a carers manual which reinforced the philosophy of the provider together with the policies and procedures.

The provider had inclusive leaders at all levels who understood their responsibilities in ensuring care and support matched the needs of people. There was a clear management structure with the managing director being support by a CQC registered manager and care managers who were responsible for assessing and managing care packages on a daily basis. There were regular communications to carers with additional reminders and information relating to their roles. All people we spoke with were positive about the caring approach adopted by staff.

The provider had a culture where people felt they could speak up and be listened to. There was a whistleblowing policy as well as information about how staff could raise concerns. Staff felt supported by the management team and found managers approachable and supportive.

The provider promoted diversity in their workforce. There was a fair and inclusive culture and staff had support and training in equality, diversity and human rights, ensuring everyone was treated equally.

The provider had clear policies and procedures to ensure there was governance and oversight of the care and support being provided. Regular checks with people in receipt of services ensured the provider and management team maintained an overview of how things were running. Staff in the management team had clear responsibilities that contributed to the overall governance of the service. Medication records, daily records and any accident reports that had been submitted were reviewed by the management team on a monthly basis.

The provider understood responsibilities to collaborate with other services involved in people’s care, so services could continue to work effectively for people. People told us staff supported them to participate in their local communities, 1 person explained how they attended a luncheon club, which was an important social engagement for them. Where people attended worship, staff supported regardless of their own beliefs. One staff member said, “It is really important for people to remain a part of their community.”

The provider had systems and processes in place to ensure that safe care was provided. Comments, concerns and any accidents or incidents were recorded, and action taken to address and learn from them.