Hazelwood Homecare 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 leadership, management and governance assured high-quality, person-centred care; supported learning and innovation; and promoted an open, fair culture.

At our last inspection this quality statement was rated good. During this inspection this has remined the same. 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. There was a clear vision of teamwork and community support within the organisation. All the staff told us they enjoyed their role, and they felt valued and appreciated. The provider promoted people’s equality by ensuring they could access services within the community.

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. All of the staff told us the managers and leaders were approachable. Comments included “The managers are very friendly and approachable and supportive, there is always a manager available and they communicate effectively with me as a member of staff.” The leaders understood their responsibilities with regard to duty of candour and had been open and honest about any issues or occurrences.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. There was a whistleblowing policy and procedure in place, and staff told us they would not hesitate to follow the policy and raise concerns if needed.

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. All staff had there own experiences of working for Hazelwood Homecare. All staff told us they were well supported and felt valued. Consideration and flexibility was considered for staff members’ individual circumstances.

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. There was a governance structure in place which focused on looking for gaps in service provision and assigning action plans to support and implement change. We saw how additional staffing had been identified due to expanding the service provision in another area. The registered manager understood their role and what legally they had to report to CQC.

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. A health care professional commented, “The excellent communication and collaboration between our services also help to create a seamless experience for those who rely on us.”

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. The provider was keen to improve the service and listen to feedback from CQC. They had long term action plans in place to safely expand their services to enable people to have access to good care.