SureCare Gateshead Also known as Tyne and Wear 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 provider had a vision and values statement which emphasised dignity, independence and high quality, personalised care. Staff aimed to fulfil the values when caring for people. A staff member said, “I enjoy the fact that I put a smile on people’s face and my work makes a difference in people’s lives. I enjoy helping and supporting people.”

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 leaders were accessible and supportive. A staff member said, “I feel supported in my role, the team always have listening ears when needed.”

The provider fostered a positive culture where staff felt they could speak up and their voice would be heard. Staff confirmed they knew about the whistleblowing procedure and felt safe to speak up. A staff member said, “I would be confident enough (to speak up). I am aware of the whistle-blowing procedure. I have not had a reason to use the procedure.”

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. Staff confirmed they felt valued working for SureCare Gateshead and were treated well. A staff member said, “I enjoy working for SureCare Gateshead, it values both staff and service users.”

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 governance systems in place to monitor quality and manage risk, including monthly medicines audits and service user reviews. The provider had a business continuity plan to provide guidance on how to deal with emergency situations. This needed further development as it was brief and needed more detailed information about the arrangements for dealing with specific incidents. We discussed this with the provider, and they agreed to review this.

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 were supported to remain part of their local communities, such as involvement in local groups and activities.

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 and effective practice. The provider had systems to learn from information and make improvements. However, information was limited due to the small number of people using the service and no incidents reported. The provider was not currently involved in research or projects.