Yourlife (Wimborne)

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• 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 promoted a shared vision, strategy, and culture founded on transparency, equality, diversity, inclusion, engagement, and respect for human rights. Leaders demonstrated an understanding of the challenges faced by people using the service and the needs of the wider community.

The registered manager told us the service benefited from a committed staff team who shared the provider’s values and worked collaboratively to deliver high-quality care. Staff consistently described the service as a supportive workplace where colleagues worked well together and felt part of a cohesive team. They told us they felt comfortable raising concerns and contributing ideas for improvement.

One staff member said, “There are several ways I can share ideas for improvement. Regular surveys are sent out by head office through an external company, which helps ensure responses remain confidential. I can also raise ideas during staff meetings. I find this the most effective way, as it allows everyone to discuss suggestions and agree on what works best. Strong teamwork helps drive improvements and ensures the smooth running of both the care we provide and the wider development of the service.”
 

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.

Relatives told us the registered manager and staff team were accessible, responsive and approachable. Staff consistently described the registered manager as supportive and willing to listen to their views, feedback and concerns. They told us they felt comfortable raising issues and were confident these would be acknowledged and acted upon.

One staff member said, “If there are any concerns or feedback professionally or personally, the registered manager acknowledges the issue, shows understanding, and explains any actions being taken.” Another staff member told us, “Leadership here is genuinely supportive and approachable, and management make a real effort to be visible and available rather than staying in an office. For example, my manager regularly checks in with the team informally as well as through formal supervision and makes sure everyone feels included regardless of their role or background. When I or colleagues have raised concerns or feedback, it has always been taken seriously and acted on, which builds real trust in the leadership here.”
 

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

The provider encouraged staff to raise concerns and promoted the value of doing so. When concerns were raised, the provider investigated considerately. Staff told us they felt confident in speaking up if they had any concerns about the care being provided or any other issues. One staff member said, “Leadership and management are very supportive, concerns are taken seriously and acted upon where needed.”

The provider had up to date policies in relation to safeguarding and whistleblowing and the manager was aware of the importance of supporting staff to speak up.
 

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 were treated fairly and their individual rights respected.

Equality, diversity and inclusion (EDI) were embedded within provider’s recruitment procedures. Once appointed, staff attended EDI training and were issued with the provider’s EDI policy, which outlined expectations in terms of behaviours and ways of working.

Staff were encouraged to contribute their views in team and wellbeing meetings, supervisions and appraisals. The provider used this feedback to identify any emerging themes and to be responsive to the needs of the workforce. Staff were supported to develop their skills through training and ongoing support to move into more senior roles. This demonstrated a commitment to staff development and leadership growth within the service, contributing to a well-led and sustainable team structure.
 

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.

Various audit processes and governance systems were in place. Audits were effective and covered all aspects of the service to include people’s care plans, accidents and incidents, safeguarding concerns and surveys.

Regular competency checks were carried out on staff to help ensure they met the expectations of the service. People were contacted to give their feedback on the care they received.

Services we regulate have a statutory responsibility to notify CQC about certain events that occur in a service. Notifications were submitted, as 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 service worked with people’s GPs, the district nursing team and local authority as well as other health and social care professionals to help support people’s care. No concerns were raised by any health and social care professionals.

Effective systems were in place to foster good working relationships with community health care teams. This meant people’s care provision was joined up and services worked well together when needed.
 

The provider focused on continuous learning, innovation and improvement across the organisation and local system. They encouraged creative approaches to delivering equitable experiences, outcomes and quality of life for people, and actively contributed to the development of safe and effective practice.

Processes were in place to ensure learning was identified and embedded when things went wrong, as well as from examples of good practice.

The management team carried out regular spot checks to monitor the quality-of-care people received and identify opportunities for improvement. Staff told us the feedback they received from these checks was constructive and helped them to reflect on and develop their practice.

The provider supported staff to develop their knowledge and skills through a range of learning and development opportunities. Staff told us this support had been beneficial in their day-to-day roles, helping them build confidence, strengthen their practice and work towards further qualifications that enhanced outcomes for people using the service.

Staff and leaders had access to a variety of training and development programmes through the provider, including leadership development and role-specific coaching.

The service had transitioned from a paper-based system to a digital care planning and record-keeping platform in the last few months. This had improved consistency in recording, strengthened oversight of people's care and enabled leaders to monitor quality and outcomes more effectively.