Your Quality Care 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

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 good. At this assessment the rating has remained 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. The provider’s told us, “We delivery quality care over quantity, and look at every client as if it is their family member” and “All of our clients have come from recommendations.” People spoke positively about the care they received which demonstrated staff worked in line with the company values.

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.

Leaders were kind and compassionate. For example, the nominated individual told us, “Some clients have difficulty going to the bank or ordering things online, so we do this for them.” Leaders ordered items for people using their company card and then invoiced them.

One staff member told us, “I am really happy, management team are fair and understanding, I have never had any issues.” Leaders appeared knowledgeable and had experience in the health and social care sector.

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

Staff told us they felt able to speak up and raise concerns. Comments from staff included, “I could go to speak to them about anything” and “I’m very happy with everything, they are all very understanding people.” The manager told us, “We do staff questionnaires which are anonymous, we also have a letterbox for people to raise concerns anonymously. But with the working relationships we’ve got, we don’t tend to get that, we know they can come to us and we will do what we can to fix it. Staff can walk in anytime.”

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 spoke positively about how leaders had been flexible around their needs. The manager told us, “We make reasonable adjustments for staff. One carer follows a particular faith, and they are not allowed to do personal care to males, so we facilitate that. We have other staff who on a Friday can’t touch pork. Clients are aware of this. We also have staff with caring needs, who are able to adjust hours.”

The provider did not always have good governance.

There were a range of audits which took place, such as staff file audits and medication audits, however these were not always effective. For example, audits did not identify concerns in relation to medicines and lacking information in care plans.

However, policies and procedures reflected current legislation and best practice guidelines. Managers had a good oversight of the service.

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.

Leaders worked well with other professionals. For example, the manager told us, “I get on really well with the occupational therapists in my new area, I have a good relationship with the GP, we have no problems liaising with health professionals.” We did not receive any concerns from healthcare professionals.

The provider 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 contributed to safe, effective practice and research.

Staff told us the service regularly sought feedback from people and their relatives to improve the quality of the service. Staff also told us their views were sought and leader confirmed this, such as through staff questionnaires.