Ivy Homecare Services 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 registered on 31 May 2024. 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 71 (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 a clear commitment to providing respectful, safe and person‑centred care. People and relatives consistently gave positive feedback about the service, saying staff were kind and supportive.

Feedback showed people were safe and well cared for. A person said carers always arrived on time and made them feel secure. Staff told us they were supported by the manager and were confident raising concerns.

The provider had developed a vision, values and culture statement which identified the principles by which the service was run. New staff, during their induction, undertook discussion on how their role fits into the organisation, expected performance and behaviours as well as possibilities for future development.

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 told us the registered manager was approachable, responsive and involved in daily operations. A staff member said, “We feel well supported. The manager is very approachable.”

The manager had oversight of care delivery through supervision, spot checks and regular communication with people using the service. People and relatives described the manager as accessible and supportive.

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

Staff told us they were comfortable raising concerns and knew who to speak to. They said they could contact the registered manager at any time, including out of hours[KD1][EC2]. Staff were aware of whistleblowing policy.

People told us they could approach the registered manager easily. A relative said, “Most of the time we feel listened to.”

[KD1]Did the provider have a WB policy and procedure? If yes put that in

[EC2]Yes

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.

People and relatives told us staff understood their cultural needs, languages and preferences. Staff were matched to people in ways that promoted comfort and communication. A relative said, “It helps that staff speak the same language as my relative.”

Staff described positive working relationship, and the manager supported them fairly.

The provider did not always have clear responsibilities, roles, systems of accountability or good governance. They did not always act on the best information about risk, performance and outcomes, or share this securely with others when appropriate.

People gave positive feedback about reliability, communication and the support they received.

However, we noted that some aspects of record keeping were not robust enough. People’s care plans and risk assessments did not always provide staff with the necessary information about the person, their medical needs and how to provide appropriate support. Staff recruitment records did not always include all the information obtained during the recruitment process. The format of the team meetings minutes did not always identify the issues discussed with staff in relation to areas of improvement.

These issues were discussed with the registered manager during the assessment. The registered manager provided evidence that they had reviewed all the issues identified and they had implemented improvements. This meant the provider had made improvements to ensure people were receiving safe and appropriate care.

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.

People told us staff supported them to contact external professionals, and relatives said they were happy with health‑related support. Staff also said they could contact the manager for guidance when a person’s needs changed. The registered manager liaised with GPs, hospital teams and the local authority when required.

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 policies and procedures which reflected legislation which were regularly reviewed to ensure they were up to date. The provider shared actions for improvement with staff following investigations for incidents, accidents, safeguarding and complaints. Staff completed training to ensure they were providing support following best practice. The provider obtained feedback on the care provided from people though spot checks, care plan reviews and surveys. Feedback on the service was also provided from staff.