Eternity Healthcare 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 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. 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 had a set of values which were to continuously improve, to provide compassionate care, and to be open and honest. Staff understood these values and worked in line with them. One staff member said, “One staff member said, “The manager has created an environment where it is easy to approach them with any concerns be it work or personal.”

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. The registered manager was supported by an administration manager who worked alongside staff and visited people in their own homes to assess their needs. Another staff member ensured good care coordination. Staff spoke highly of the management team and told us they felt they were supportive and approachable.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. The provider had a whistleblowing policy in place and staff told us they felt supported to raise concerns.

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 we spoke with told us they felt valued by the provider and enjoyed working for the provider. Staff had access to an equal opportunities policy which identified that no discrimination was acceptable. The aim of the policy was to ensure that no employees were discriminated against for any reason. This was from the application stage through to their employment.

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. The provider’s governance system included a range of audits which the management team completed regularly to ensure compliance. For example, audits were carried out on care documentation to ensure they accurately reflected care interventions. Medication audits were completed for each person on a monthly basis. Workplace risk assessments, use of cleaning products, lone working and PPE usage were all part of health and safety checks. The audits and spot checks seen identified the actions taken to resolve any issues identified. This meant risks had been minimised and the person's health and safety was promoted.

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 management team attended regular community managers’ meetings which were facilitated by a partner agency and provided ongoing information and updates about health and social care issues. Where appropriate, the provider arranged support from other professionals, so people received consistent care.

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. At our last assessment, governance systems were in their infancy and required further embedding in to practice to ensure they were effective. At this assessment we found the provider had learned from this and systems and processes were now improved. The management team also kept abreast of changes and updates in relation to social care and changed their practice to reflect them.