Holderness Home Care 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.

Feedback from people, relatives and staff demonstrated a shared understanding of the importance of providing compassionate, respectful and personalised care. Evidence reviewed showed the culture of the service was reflected in positive relationships, person-centred care planning and a willingness to listen and respond to feedback.

The Registered Manager told us the service was built around the principles of respect, dignity, compassion and supporting people to remain as independent as possible within their own homes.

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 maintained oversight of the service through audits, spot checks, supervision, care plan reviews and other quality assurance processes.

People and relatives spoke positively about communication and the responsiveness of the management team. One person said, "Yes, they let me know how things are going." Another person told us, "The office staff are helpful and easy to contact whenever I need assistance or advice." A relative commented, "Staff and managers are very helpful and supportive."

Staff told us they were able to contact the Registered Manager whenever needed and felt confident concerns or queries would be addressed promptly.

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

Staff survey feedback indicated staff felt listened to and were confident that concerns would be acted upon appropriately. People and relatives also expressed confidence in communication with the service and felt able to raise concerns when needed.

The Registered Manager told us staff were encouraged to speak up, discuss concerns and contribute suggestions to support service development and improvement.

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.

People received care that recognised and respected their individual differences, needs and circumstances. Equality, Diversity and Inclusion principles were reflected within care planning and support arrangements, helping to ensure people received personalised care tailored to their preferences and requirements.

The provider also promoted an inclusive working environment. Staff feedback indicated they felt respected, valued and treated fairly within their roles.

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 service monitored staff training and competence to provide assurance that staff had the skills and knowledge required to meet people's needs safely and effectively. Where shortfalls were identified, action was taken to address them. For example, some supervision records had fallen outside expected timescales due to operational pressures; however, management had recognised this and implemented plans to bring supervision schedules back in line.

People and relatives spoke positively about the management of the service. One person told us, "Yes I do." Another person said, "I feel the service is very well managed and any issues are dealt with promptly." A relative commented, "There is always someone available to contact and care has always been delivered."

A member of staff told us, "We are regularly supervised and supported by management."

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.

Evidence reviewed demonstrated ongoing partnership working with Occupational Therapists, Social Services, General Practitioners and family members where appropriate. Information from professionals was incorporated into care planning and risk management processes to ensure support reflected people's current needs.

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 demonstrated a commitment to continuous learning and improvement. Quality assurance systems were used to monitor performance, identify opportunities for development and support positive outcomes for people receiving care.

Evidence reviewed showed that information gathered through audits, spot checks, feedback and service reviews was analysed and used to inform improvements. The provider-maintained oversight of service quality and acted where improvements were identified to ensure care remained safe, effective and person-centred.

The Registered Manager told us, "Quality monitoring is an ongoing process. Audits, feedback, spot checks and reviews allow us to identify improvements and ensure people continue to receive safe, person-centred care."