Care Quality Services North Somerset

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 the 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 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 registered manager 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 sought feedback from people and their families. They provided staff with training and learning opportunities so they could provide the best care possible. The values of the organisation were to ensure people received the best care possible. People were also provided important information by the registered manager that supported them to keep well.

The registered manager was supported by office staff, care staff, a regional manager and the providers quality team. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

Staff felt supported by the registered manager. Staff told us they had, “Very good support” and “They are supportive”. All staff felt able to raise any queries with the office or the registered manager. They confirmed they could do this by visiting the office, calling them or raising a concern through the provider’s care planning system.

The registered manager had a positive culture where staff could raise concerns with them. Staff received weekly updates, supervision and observed practice. They also attended team meetings. Staff felt there was a positive culture and all felt supported and able to discuss any concerns with the management of the service if needed.

The registered manager valued diversity in their workforce. They worked towards an inclusive and fair culture by improving equality and equity for people who worked for them. The registered manager supported staff flexibly and all staff felt able to visit the office and raise any queries with the registered manager or office staff if needed.

The provider supported staff with their individual religion, culture and circumstances. The registered manager confirmed staff were recognised for their work and contribution to the organisation through service awards and certificates.

The provider had clear responsibilities, roles, systems of accountability and they had various governance arrangements in place. Although, we found some shortfalls during our inspection where some improvements were needed to care planning information and refresher training for staff. This did not affect the care provided. The registered manager acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate.

The service had a registered manager. They were supported by a team of office and care staff. The registered manager and provider undertook quality reviews, so they identified areas of improvement. However, during our inspection we found some improvements were needed to 2 people’s care planning information and that staff could benefit from further scheduled training in stoma, catheter and diabetes care. We also shared feedback with the registered manager and the provider on what we expect of them when CQC need to access digital records as part of our inspection activity. All of the staff we spoke to felt supported by the management of the service and people felt able to raise any concerns with the service if needed.

The registered manager and staff worked in partnership, so people achieved the best outcomes possible. People were supported by staff who understood their duty to collaborate and work in partnership, so people received a seamless service.

People had their views sought through a mixture of care plan reviews and customer feedback. The registered manager and office staff liaised with other providers if required. They also undertook fundraising with the local community to support with different charity events.

The registered manager had a positive culture within the organisation where they provided staff with 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 registered manager collated information about incidents and accidents and any outcomes. The provider also monitored the outcome of these ensuring any learning or action was undertaken if required. All people we spoke to were happy with the care and support provided by the staff.