Monarch Home Care Services

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. At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to 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.

The registered manager told us about the changes they were trying to implement into the culture of the service. They told us how they had used the learning from our previous inspection to do this.

There were processes in place to ensure the service promoted a positive culture for both staff and the people they supported.

Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.

People, relatives and staff spoke positively about the leaders and how the service was run. A person told us, “As far as I am concerned, I would say I am very happy with the care I have and I am very happy with it”. Relatives raised no concerns.

There were systems in place to ensure all staff including the registered manager understood their roles and responsibilities.

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

There was a whistleblowing policy in place and the service had created an environment where staff were able to speak up and raise concerns when needed. Staff we spoke with were aware of these procedures and the action they needed to take if they had concerns.

The provider valued diversity in their workforce.

There were procedures in place to consider staffs’ individual needs, this included considering staff’s diverse needs and treating all staff fairly and equitably. Staff raised no concerns with how they were treated.

The provider had clear responsibilities, roles, systems of accountability and good governance.

The registered manager was aware of and understood their legal responsibilities around notifying CQC about any important events that had happened in the service.

There were systems in place that monitored the quality of the service, and the care people received. Since our last inspection the leaders explained a series of quality monitoring systems that had been introduced. These checks covered audits of call times, medicines management, all records and the care they were receiving. These audits were effective in identifying areas of improvement and making changes where needed. A spot check on staff was also carried out in people’s homes which ensured staff were effectively completing their roles including a review of PPE and a check of their competency in various areas, including safeguarding.

The provider understood their duty to collaborate and work in partnership, so services worked seamlessly for people.

There were systems in place to ensure the provider worked in partnership with other agencies. As part of this assessment, we asked the Local Authority for feedback, and we received no concerns.

The provider focused on continuous learning, innovation and improvement across the organisation and local system.

When incidents had occurred, the registered manager ensured lessons were learnt from this. The systems in place were effective to ensure improvements were identified and made when needed.