Blossom Home Care London Borough of Sutton

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.

A values-based recruitment process was in place to ensure staff were employed who demonstrated the provider’s vision and values. The registered manager ensured staff delivered care in line with those values during spot checks and supervision sessions.

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.

The registered manager was competent and knowledgeable. Staff, people and relatives told us the registered manager was accessible and approachable. They felt able to speak openly with them and had confidence they listened and acted upon any feedback provided. A relative told us, “They do encourage me to share my views.” The registered manager stayed up to date with best practice guidance and attended local forums and events.

The registered manager was aware of their CQC registration requirements and when to submit statutory notifications about key events that occurred at the service as required.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. A freedom to speak up policy was in place and staff felt able to speak up confidentiality and that their feedback would be listened to.

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. Policies and procedures were in place to ensure staff worked in an environment that was free from discrimination. The registered manager welcomed diversity in their workforce and provided support to their staff team.

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.

A regular programme of audits and spot checks were in place to review the safety and quality of care provision. Systems were in place to identify and act upon any improvements required.

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 registered manager had built links with the local community, including supporting a local young carers group and volunteered at a local soup kitchen.

The registered manager welcomed feedback from any partner agencies or health professionals they worked with, as well as staff, people and relatives, to inform service development.

The provider focused on continuous learning, innovation and improvement across the organisation and local system. The staff team were committed to providing high quality care. They completed a regular programme of training to continue to develop their knowledge and skills. The registered manager was focusing on growing the business and we were assured they had the systems, policies and procedures in place to enable them to do this.