First4Homecare Ltd

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 registered manager told us they spoke to the team in meetings and 1:1 session about the goals and values of the organisation. Staff demonstrated these values in their everyday work and received regular feedback through their supervisions and appraisals. The registered manager told us they were very well supported in their role.

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 had the skills and experience needed to manage the service. They had an open-door policy and staff told us they could speak to them at any time. Staff told us they felt valued and supported by the managers.

The provider fostered a positive culture where people felt they could speak up and their voice would be heard. There were whistle blowing procedures and guidance available for staff. Staff told us there were no concerns about speaking up. Staff told us if there was a concern they would take it to the management or out of the organisation if needed. Staff told us they did not have any fear of consequences if they raised 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 told us they were treated well and fairly. Staff said they felt valued and listened to.

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 had effective systems to check the quality of care on a regular basis. Any concerns were addressed without delay. For example, following a review of a person’s needs, it was identified that they would benefit from an occupational therapist referral. This was completed swiftly and the team implemented all recommendations in a timely manner. As a result, the person could shower in their home with less staff support. Policies and procedures were available to offer staff guidance when needed. The provider had a clear oversight of the service and offered advice and guidance when needed.

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 provider shared examples of how they worked with other health care professionals. The provider told us of 1 example where they had worked with a social worker and GP to ensure a person could remain in their own home. Following a joint review of the person’s care needs they stayed in their home with an increase in their care and support. This was a great result for the person and their family who had been part of the whole process. Feedback from health care professionals was positive about the service.

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.The provider had plans for improving the service and the quality of care for everyone they supported. There was a learning and improvement culture within the service. Meetings were held at all levels to discuss the findings from quality checks, audits and how the service could improve. Examples of improvements were shared with us. For example, new systems had been installed to ensure visits were monitored more closely. When care plan audits identified changes were needed, actions were taken.