Mayfair Care Services 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 as good. At this assessment the rating has remained 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 clear vision, strategy and culture for the service which they shared throughout the staff team. This was based on transparency, equity, equality and human rights, diversity and inclusion, engagement, and understanding challenges and the needs of people in the local communities to meet these.

The registered manager and staff team understood and supported the vision, values and strategic goals and how their role helped in achieving them. The management and staff team demonstrated a positive, compassionate, listening culture that promoted trust and understanding.

The registered manager and staff team had a well-developed understanding of equality, diversity and human rights, and they prioritised safe, high-quality and compassionate care.

The provider (who was also the registered manager) understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation.

The registered manager had the skills, knowledge, experience and credibility to lead the team effectively. People’s relatives and staff members told us they did this with integrity, openness and honesty.

A relative told us, “I have spoken to [registered manager] several times, they go above and beyond to support both my [family member] and me. [Registered manager] is very supportive and can often signpost me for help and advice. The family are very happy with Mayfair Care Services.” Another relative told us, “I have no issue recommending Mayfair and hope they are recognised and commended for the good work they do.”

A staff member told us, “I have recommended Mayfair to family members, and they have been happy with the level of care and support given, so much so that [person] has now rehabilitated and no longer needs care.” Another staff member told us, “I have been with Mayfair Care for many years and would highly recommend them, it is like a family. [Registered manager] and the directors are fair and care about us as people not just employees.”

The provider fostered a positive culture where people, their relatives and staff members felt they could speak up and were confident their voices would be heard. The provider had a whistle blowing policy and staff had easy access to all policies and procedures. There was an open and inclusive environment where staff were confident to speak up should they have a need. The registered manager told us they encouraged people, relatives and staff to raise concerns and they all said they felt able to do so.

The provider valued diversity in their workforce and worked towards an inclusive and fair culture by respecting equality and equity in the staff team. The management team told us they valued diversity in their workforce and that staff were recruited based on their attitude and skills. A staff member said, “This is a very caring company. [Registered manager] is always ready to help people and staff and will go above and beyond. Very good people to work for.”

The provider demonstrated 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. This meant Mayfair Care Service delivered good quality, sustainable care, treatment and support.

The registered manager acted on the best information about risk, performance and outcomes, and shared this securely with others when appropriate. Managers and staff understood their role and responsibilities. Managers could account for the actions, behaviours and performance of staff.

The registered manager’s systems to manage current and future performance and risks to the quality of the service took a proportionate approach to managing risk allowing new and innovative ideas to be evaluated within the service. Data or notifications the provider was required to submit were consistently submitted to the appropriate external organisations as required.

The registered manager operated robust arrangements for the availability, integrity and confidentiality of data, records and data management systems. Information was used effectively to monitor and improve the quality of care.

The provider understood their duty to collaborate and work in partnership, which meant Mayfair Care Service services worked seamlessly for people. The provider shared information and learning with external partners and collaborated for improvement. For example, the registered manager told us, “We meet occupational therapists in the community to help ensure people’s mobility needs are met and referrals are made via ourselves to social care if this need is required following a risk assessment.”

The registered manager demonstrated an open and positive approach to receiving support and understood how and where they could access external support.

The provider focussed on continuous learning, innovation and improvement and promoted creative ways of delivering equality of experience, outcome and quality of life for people.

Staff and management had a good understanding of how to make improvement happen. The approach was consistent and included measuring outcomes and impact of actions taken. For example, the registered manager had identified people were not always aware of potential funds available to them from the local authority to help support them to maintain their independence. To address this Mayfair Care Services website was updated to include a clear and informative section to help people, this included information around Direct Payments and Personal Budgets.

There were processes to help ensure learning happened when things went wrong, and from examples of good practice. Management encouraged staff to share ideas for improvement and innovation and actively invested time to listen and engage. There was a strong sense of trust between management and the staff team.