The Healthcare Professional 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

This is the first inspection of 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 service 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’s policies and procedures reflected best practice in care and support. Staff demonstrated a clear understanding of the service’s values, culture, policies and procedures.

Staff were provided with opportunities to discuss best care practice and regulatory requirements during regular supervision sessions. Records of staff supervisions and management meetings demonstrated equality, inclusion and the needs of people and their communities were considered.

The service 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.

At the time of our inspection a new application had been made to the CQC for registration of a new manager. This manager had been involved with the service for some time in a different role and was very familiar with people’s needs. They were supported by a team of senior staff, all of whom had worked with the service for some time.

Staff spoke positively about the management of the service. They told us managers were approachable and accessible at any time. Staff told us they appreciated the support they received. Family members also spoke highly of their experiences with management and office staff. One said, “They have been pretty good. I can’t really fault them."

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

Staff felt able to raise concerns and contribute to quality improvements within the service. They considered their views were actively sought by managers and felt confidence in asking questions and raising issues at any time. The provider had a whistleblowing policy and staff we spoke with were aware of this and how to use it.

Family members also told us they felt able to express their views and make suggestions for changes to care and support provided. One told us the service had responded positively when they asked for a change of staff.

The service valued diversity in their workforce. They work towards an inclusive and fair culture by improving equality and equity for people who work for them.

Staff had all received equality and diversity training and felt they were treated fairly and equally. The service’s policies and procedures reflected this approach.

The workforce was diverse and represented a range of backgrounds and cultures. The provider also managed a separate health and social care recruitment agency. This enabled managers to identify staff with the right range of skills and experiences for the service. Staff were introduced to children, young people and their parent prior to any placement, to enable a matching process and to ensure families were able to make choices about the staff supporting their children.

The service 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 act on the best information about risk, performance and outcomes, and share this securely with others when appropriate.

The provider’s records showed regular quality assurance monitoring had taken place and issues identified had been addressed promptly. At the time of our inspection the provider was moving records to a new electronic monitoring system to enable monitoring of records to take place in ‘real time’. People and staff had been asked for their views of the service, and the feedback we saw was positive. Spot checks of staff practice had also been carried out.

The provider was aware of their responsibility to share any information of concern where appropriate, with, for example, Local Authorities and the CQC.

The service understood their duty to collaborate and work in partnership, so services work seamlessly for people. They share information and learning with partners and collaborate for improvement.

At the time of our inspection most engagement with other professionals was carried out by parents. However, staff and managers understood the importance of engaging with relevant health and social care providers to achieve the best possible outcomes for people and were willing and able to do so if required.

People’s care plans contained details of other professionals involved in their care and support. Parents told us they shared feedback and guidance form other professionals with staff and that this was integrated into care plans and risk assessments.

The service 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 contribute to safe, effective practice and research.

The manager spoke of the importance of continuous improvement and development of the service. They actively sought out information about good practice to share with staff. Staff told us they had opportunities to contribute ideas and suggestions in relation to the way people’s support was delivered.